Mapping customer experience making teams aware of perceptions and opportunities

Presented by

Iliana Oseguera, ITIL Product Manager | BP Gurus

About this talk

The identification of the customer journey and the measurement of XLAs, allows us to be aware of the voice of our customers, and to meet demands or opportunities that deliver value through products or services. That is why it is important for organizations or teams to see themselves as part of the same ecosystem, so we must empower our talents to give them the confidence that allows them to create a commitment with our clients, and holistically become facilitators of a great experience for them, which are our reason for existing.
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