Transforming customer journey(end to end)
@Olivier Arnoux
The pillars of Customer Experience Execution+Personalization+Emotion
Value for the price paid
Repenser le parcours client:
- rever
- chercher
- réserver
- préparer
- séjourner
- partager
- revenir
Succees is not delivering a feature, it is learning how to solve the customer’s problem. –Eric Ries
Comment alligner les stakeholders? apporter un cadre methodologie. priorisation.
L’integration RH? HR => Employee journey