CXPA Madison/Milwaukee Event: Using Journey Mapping to Drive Customer-Focused Change - WIN A BOOK

Please join us for our next virtual meeting that digs into Customer Journey Mapping led by Jim Tincher from Heart of the Customer. You don’t want to miss this interactive session. And, he's giving away a copy of his book How Hard Is It to Be Your Customer? to a participant chosen during the meeting. Please register for this event using the Eventbrite link https://lnkd.in/gKydBSXU. We’re looking forward to seeing you there.

Jim Tincher sees the world in a different way – through the eyes of customers. He is a nationally recognized customer experience expert and keynote speaker. He is also the co-author of How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change. And the author of Do B2B Better: Drive Growth through Game-Changing Customer Experience. He developed a passion for customer experience (CX) when leading programs at Best Buy and UnitedHealth Group. He was an early advocate for CX, becoming only the second Certified Customer Experience Professional (CCXP) in the world, and now serves on the CXPA’s board of directors.

His customer experience consultancy, Heart of the Customer, delivers next-generation CX best practices that go beyond insights and recommendations to empower and activate organizations to generate customer-driven value and bottom-line growth.

Summary:
Research conducted with the CXPA shows that 2/3 of those running journey mapping initiatives report they are not successful. The primary reason? Nothing changed. In this interactive presentation, you’ll learn the Journey Mapping Five Question Framework that Jim Tincher and Nicole Newton shared in their book, How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change. You’ll share potential business problems and opportunities to solve through journey mapping, then discuss the right journey, customer, and approach before finalizing the right team to make journey mapping successful.

Session Takeaways:
·   Uncover the top requirements for successfully changing the organization through journey mapping
·   Learn the common opportunities to improve business outcomes through journey mapping
·   Discover the benefits of an end-to-end or sub-journey