We already know how important it is to optimize the customer experience. However, if you're hyper-optimizing each department individually, you could be creating siloed, disjointed experiences and not even realize it! Luckily, Dave Seaton is here to share how zooming out and analyzing the journey from start to finish will help you create better experiences for your customers AND agents alike!

[5:11 - 6:23] The antidote to hyper-optimization is to zoom out, adopt a customer journey perspective and then go intentionally design your customer experience around those moments that actually matter. This is the most efficient way of creating a better experience for your customers, while not using up your resources. 

[7:24 - 9:15] A great tool to help organizations understand this is the customer journey map. This map helps visualize how decisions made affect the contact center, and really illustrates how the CX whac- a-mole works. 

[15:59 - 17:26] We always are in a hurry to get clients off the phone and solve their problems quickly, but what if we keep them on the phone a little bit longer and avoid them having to call back again in the future? If you understand the customer's journey, then you can proactively solve their next issue. 

[21:22 - 23:58] Using the customer journey map is like comparing gambling and investing in the stock market. Sure you have the chance of hitting the jackpot, but you are much more likely to make money in the stock market. You have the chance to have success without the customer journey map, but you are so much more likely to succeed with it. 

As always, thanks for tuning in! To listen to a recording of this and other episodes, visit vistio.io/podcasts. And to join our show live each week, go to vistio.io/cxlive.