Customer Journey Modeling

896/5000 Ponimaniye opyta kliyentov i puteshestviya kliyenta s techeniyem vremeni imeyet reshayushcheye znacheniye dlya firm. V epokhu tsifrovykh tekhnologiy stanovitsya vse trudneye dobit'sya loyal'nosti i predostavlyat' kliyentam to, chto oni khotyat, potomu chto vse, vklyuchaya zhelaniya potrebiteley, menyayetsya tak bystro. Tsel'yu dannogo issledovaniya yavlyayetsya izucheniye i razrabotka kliyentskogo opyta s ispol'zovaniyem CJM s ispol'zovaniyem povedencheskoy psikhologii dlya upravleniya ozhidaniyami kliyenta po povysheniyu effektivnosti tochek soprikosnoveniya na primere kompanii PAO SBERBANK. Dlya dostizheniya etoy tseli issledovaniye budet soderzhat' obrabotku interv'yu, postroyeniye etapov puti kliyenta, vyyavleniye slabykh mest i potrebnostey. Takim obrazom, my poluchim naglyadnoye predstavleniye vzaimodeystviya organizatsii s kliyentom ot nachala do kontsa, po istecheniyu kotorogo budut vydvinuty rekomendatsii po dostizheniyu bol'shey effektivnosti dannogo protsessa. Understanding customer experience and client travel over time is critical for firms. In the age of digital technology, it becomes increasingly difficult to achieve loyalty and provide customers with what they want, because everything, including consumer desires, changes so quickly. The purpose of this study is to study and develop client experience using CJM with the use of behavioral psychology to manage the client's expectations for improving the effectiveness of points of contact on the example of SBERBANK. To achieve this goal, the study will contain the processing of the interview, the construction of the client's steps, the identification of weaknesses and needs. Thus, we will get a visual representation of the organization's interaction with the client from beginning to end, after which recommendations will be put forward to achieve greater effectiveness of this process.