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Orchestrating CX Moments (Touchpoints by Moment (Playbook of small…
Orchestrating CX Moments
Map Customer Journey
Understand their pain-points, wants & needs
Establish an Emotional Connection
Isolate critical moments & triggers
Map Customer Frictions
Linear Vs Non-Linear
Turning Pits into peaks
Sensory pleasures
Connections
Outline needs to be met
Review Collider emerging trends
Collider US
Collider TB
Touchpoints by
Moment
Weight moments
Amplify Existing Moments
Defined interactions map
Orchestrated Vs Natural Moments
Playbook of small gestures
Personal
Unexpected
Attribute over cost
Links
Moments That Matter
Forming-Storming-Norming
Creating Moments of Magic
Create a north star
Think, Feel, Do
Execution Playbook
Aligned with TM Purpose
Stories from the future
Culture that cares
Team WOW
What not to do
Moments of Mediocrity
Moments of Magic
Ideas
Get to know your customer day
Pay it forward
Metrics
Lifetime value of a customer