Customer's experience when dunning letter is received

1. Share Best Practices (what people, process and technology aspects could be improved to deliver memorable customer experience)

1.1. People

1.2. Process

1.3. Technology

1.4. Quick Wins

1.5. Strategy

2. Discussion Feed

3. Upload and Share Youtube Videos

4. Upload and Share Documents and Illustrations

5. Mapping Customer Journeys

6. Describe steps for customer journey

6.1. Awareness: Customer is made aware of the promotion or offer

6.1.1. Evaluation: Customer is empowered/allowed to evaluate the offer

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7. What is customer's emotional state?

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8. What does customer need to do?

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9. What does business need to do?

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10. Who's responsible within the business?

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11. Is this a moment of truth?

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12. What impact does this have on the business?

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