Shannon Denniston, CCXP
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Customer Journey Map
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High Level Interaction Map
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Local Residential Journey
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Expanded Texas Journey

Journey Mapping

Ambit Energy, Customer Experience Manager
Project Intent
  • To better understand current customer experience overall and discover opportunities for improvement.

Audience
  • Internal teams.

Challenge
  • Currently experience not clearly documented anywhere.
  • Customer experience owned by many different groups in the organization, and each layer being managed with different agendas.
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Solution | Skills Contributed
  • Composed entire end-to-end experience on paper to make it obvious to stakeholders where improvement needed.
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