Recorded Call Centre and Customer Experience Webinars

Recorded Webinar: Good Customer Experience Does Not Happen by Accident

Published On: 6th Aug 2026 08:00

Contrary to common practice, Good Customer Experience does not happen by accident. It happens by design.

In this webinar we look at how you can design a Good Customer Experience into your entire Customer Journey.

Topics Discussed

Customer Journey Mapping
Delivering breakthrough Customer Experiences
What Customers Value
Moments of Truth
Design Thinking

The common mistakes that people make
Customer Personas
The right metrics to use
Use of technology
Top tips and Questions from the audience

Panellists

The Customer Lifeguard

Mike Murphy

Genesys

Rachael Trickey

Call Centre Helper

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