Why customer journey mapping matters more than ever

Sumita Mullick, Vice President of Customer Service and Operations Analytics at Wellmark Blue Cross and Blue Shield
Sumita Mullick
Webinar Speakers
Sumita Mullick

About this talk

Q&A with Sumita Mullick, Vice President of Customer Service and Operations Analytics at Wellmark Blue Cross and Blue Shield

When enterprises talk about customer experience, they often look into optimizing operations in the call center and ignore the entire customer journey - to their own peril. The most effective companies analyze operations company-wide to drive end-to-end CX. Those who don’t invest in mapping the customer journey miss out on opportunities to not only retain customers, but to improve critical, enterprise-wide business goals.

Don’t take it from us. Take it from Vice President of Customer Service and Operations Analytics at Wellmark Blue Cross and Blue Shield, Sumita Mullick. With over 10 years of experience optimizing the customer journey across enterprises, Sumita knows what it takes to create a customer experience that attains and retains customers.

Register for our upcoming session with Sumita to participate in our Q&A and learn:

  • Why it’s critical for enterprises to review and improve the entire customer journey from beginning to end, and not just focus on the call center.
  • How to identify growth opportunities that are rooted in customer experience optimization, but result in impactful outcomes across your entire business.
  • Why providing a positive employee experience can have just as many positive results for customers as improving technology and processes do.
  • The cost of NOT prioritizing customer experience.


Check out our other webinars

Get the latest insights on Guided CX from Glance.

Become a customer loyalty generator series Make every interaction count
Customer Retention

Become a customer loyalty generator series: Make every interaction count

About this talk Digital self-service on your website or in your app works great for your customers … until it doesn’t. When customers need personal assistance in digital spaces, how can your agents help them achieve their goals - and, ultimately, keep them as customers? Bringing human-to-human support into your digital channels could be the game changer you need.
Jill Newberg Ron Scott
Webinar Speakers
View Webinar
Make human connections possible in the digital world Glance features to know
Customer Retention

Make human connections possible in the digital world: Glance features to know

About this talk Whether you’re new to Glance or a long-time customer, the latest features offer new ways for you to connect, share, and secure personalized, guided customer experiences throughout your website or app, helping your users navigate critical digital moments.
Jill Newberg Matt Wheeler
Webinar Speakers
View Webinar
Digital Transformation

Turn smartphones into sales and service accelerators with Mobile Camera Share

About this talk When your customers or on-site technicians need to verify information or have difficulty troubleshooting equipment, a simple live stream from their mobile device can keep the interaction progressing to a successful conclusion.
Heather Nightingale Keith Basara
Webinar Speakers
View Webinar


Join your customers inside your digital spaces

Set your digital customer experience apart from the rest with Glance Guided CX.