Journey mapping has reached fever pitch in the customer experience world. But an organization’s mapping efforts are only effective if the resulting maps drive positive business outcomes — and that isn’t going to happen through wishful thinking.
Enter Journey Management: The practice of strategically driving experience improvements that support customers’ goals.
Join Kerry Bodine, customer experience expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic. In this engaging webinar, you’ll learn how leading organizations are evolving their customer experience initiatives to centre around customer journeys — and walk away with ideas for transforming your own CX practice.
Our discussion will cover these questions:
- How do organizations differ in their approaches to journey management?
- What are the key responsibilities and challenges of Journey Managers?
- How can you take a journey-centric approach to CX measurement?
About our speaker - Kerry Bodine
Kerry is the co-author of Outside In: The Power of Putting Customers at the Center of Your Business. Her ideas, analysis, and expert opinions have appeared on sites like The Wall Street Journal, Harvard Business Review, Fast Company, Forbes, USA Today, and Advertising Age. She holds a master’s degree in human-computer interaction — and has devoted her career to helping organizations think and work in more customer-centric ways. Sign up for her newsletter and follow her at @kerrybodine.
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