The New Way of Understanding the Customer Journey Benchmarking
What will you learn:
- The centrality of the customer journey as one of the main tools of CX Management.
- Customer Journey Benchmarking: comparing one's CJ with that of competitors.
- A practical example: the results of the competitive comparison between 7 Italian hospital companies
- How to build a CJ benchmarking with the involvement of the customer base
Who lead this research?
Why should you read it?
Discover a new method for mapping the customer journey that takes into account the comparison of competitors' maps
Learn from a real case involving 7 Italian medical centers (San Donato Group, GVM, Servisan, MultiMedica, Istituto Auxologico Italiano, Humanitas, SYNLAB)
Receive insights from experts in the field of customer experience research
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