Tuesday 27 February 2018

in this session, Simon Bernstein of Empathy Ltd, introduced you to the principles of client journey mapping. You learnt how to:

  • Challenge your existing processes to reduce waste, duplication and unnecessary tasks
  • Increase profitability through increasing efficiency
  • Improve your understanding of the client experience resulting in reducing their time and effort in doing business with you
  • Reduce the time between receiving an instruction and being paid
  • Increase your net promoter score.