In this masterclass, Grace Hemberg, Customer Success Manager at zenloop, explains what a customer journey is and shows how to best measure the individual customer experiences at the relevant touchpoints along the journey. For this purpose, she uses two different customer journeys as examples, one in e-commerce and one in the energy industry, and presents the journey stages step by step, also providing the appropriate CX metrics for each step.
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As one of zenloop's Customer Success Managers, Grace Hemberg is responsible for the success of some of DACH region's leading digital companies. By advising zenloop's customers on CX topics, beginning from implementation and continuing through their customer's journey, she helps them succeed in creating an outstanding customer experience.