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Find the Friction
Welcome Frictioneers!
What you'll get out of this Workshop (6:43)
Foundational Concepts
Getting started with CX (8:53)
Personas (8:47)
Customer Journey Maps
How to map the customer journey (17:02)
Testing the journey (15:05)
Tech to help you get the job done (5:30)
CX Strategy
Formulating the CX improvement strategy (8:09)
What's next?
Working with Anne Gray (2:34)
Testing the journey
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