WhenThursday, August 20, 20202:00 PM - 3:00 PM ETWhereOnline
2020 Customer Journey Maturity Survey Results
Customer journeys have become a front and center strategic initiative for organizations that want to apply a more customer-centric lens to the way they do business. But every organization is at a different point in their understanding, adoption, and approach to journeys. In this webinar, we will present the results of the 2020 Customer Journey Maturity survey along with recommended next steps to help start/accelerate journey transformation within your organization.
- How customer journeys are applied to team structure, approach, and broader strategy across industries
- Best practices and strategy of leading journey teams
- Key insights to establish or grow investments in journeys within your organization
Co-Founder & CEO
Michel’s enterprise software career spans more than 20 years with roles in sales, product, strategic marketing, and general management. Before founding Usermind, Michel was VP of products at Apptio, where she drove product strategy, defined the category and discipline of Technology Business Management, and helped grow the company from 30 to almost 400 employees. Prior, she managed product teams at Opsware and led the acquisition of Opsware by HP Software for $1.6B. She also worked in a variety of product and engineering roles at Mercury Interactive and Compuware.
Founder & CEO
Megan Burns helps companies master the art and science of customer experience management. As a speaker and strategy consultant, she’s worked with hundreds of Fortune 500 firms like Verizon and FedEx to build growth-driving, world-class CX programs. In her 10 years leading customer experience research at Forrester, Megan created the Outside In CX Maturity Model (an industry standard) and the global CX Index benchmark. She’s been quoted in outlets like the Wall Street Journal, AdAge, and B2B Magazine, and when she’s not working Megan loves reading, documentaries, and exploring historic small towns in Greater Boston where she lives.
Jim Tincher, CCXP
Heart of the Customer
Jim Tincher, CCXP, is a nationally recognized customer experience expert, journey mapper, author, keynote speaker, and entrepreneur. Jim led customer experience programs at Best Buy and UnitedHealth Group before launching his innovative CX consultancy, Heart of the Customer. Since 2013, the firm has been helping start-ups to Fortune 100 organizations use voice of the customer research to improve loyalty and manage customer journeys. His book, How Hard Is It to Be Your Customer?, is considered a must-read for leaders focused on customer experience, and LiveHelpNow, SupportBee, Feedbackly, LitmusWorld, Influencer Marketing, Netomi, and Capterra have all named Jim a customer experience influencer to follow.