Mapping Out The Customer Journey
Customer experience leader Olga Korzheva will share her lessons drawn from her experience building up the customer experience function at one of the largest banks in Kazakhstan.
The main goal of customer experience is to ensure the customer is happy with the company at any touchpoint – direct or indirect interaction between the customer and company, its products, and services.
In this lesson we will discuss how to map touchpoints into Customer Journey, measure it and use in practice at work.
Master of Digital Business
IE School of Human Sciences & Technology
Speaker Video Introduction:
Olga Korzheva, MBA, started her career in PricewaterhouseCoopers as a management consultant, providing strategic & operational services for the biggest banks & telecom companies in Kazakhstan.
She then became Head of Customer Experience in Home Credit Bank Kazakhstan (an international consumer finance provider with operations in 9 countries), where she led three streams: customer research, customer analytics, and customer experience projects.
This year, Olga won a "Woman in Leadership" scholarship in IE school of Human Science and Technology (Spain) and is studying a Master of Digital Business and Innovation.