Customer Journey Management

Course Details

Customer Journey Management includes mapping of the customer journey as a critical component of business success through customer experience. The mapping methodology aims to deepen customer understanding, break down organizational silos, and instill a customer-centric mindset across the organization.

To see the full description for each module (where available), please click the header to expand. 

Module 1: Intro to CJM & the Building Blocks

Instructors: Jessica Noble, Paul Conder, Valerie Peck

Module 2: Approaches to Customer Journey Management

Instructors: Lynn Hunsaker, Michelle Yaiser, Jim Tincher

Module 3: Deep Dive with MaritzCX

Instructor: Stacy Bolger, MaritzCX
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Module 3: Deep Dive with ClearAction

Instructor: Lynn Hunsaker, ClearAction
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Module 3: Deep Dive with Heart of the Customer 

Instructor: Jim Tincher, Heart of the Customer
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Module 3: Deep Dive with CX Workout

Instructor: Michelle Yaiser, CX Workout 
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Module 4: Driving Change, ROI, and Sustainability

Instructors: Peter Haid, Stacy Bolger, Joe Piette

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Please Note

Module 3 options were offered to our live class by the instructors in 5 separate segments. Because of the proprietary nature of these module presentations, we must obtain permission from the instructors to share the recordings. We are unable to provide these modules to competitors in the space. If you are interested in viewing any of the Module 3 presentations listed below, please let us know so we can ask the instructor if it is available.

Course Instructors

Stacy Bolger

Stacy Bolger

Senior Strategic Consulting Director MaritzCX - As Senior Strategic Consulting Director for MaritzCX, Stacy blends two of her professional passions: customer experience design and leading groups toward actionable solutions that drive business results. She does this leveraging over 15 years of experience leading customer-focused efforts in both the financial services and retail industries.

Prior to working at MaritzCX, Stacy spent a decade in leadership roles at American Family Insurance, leading large-scale customer satisfaction programs and change initiatives. Most recently, she aligned multiple care centers on industry-leading operational practices in workforce management, process improvement, training, and quality assurance. Stacy began her career as a district manager for the global grocery chain, ALDI, Inc.

Stacy has a business degree from Marquette University in Milwaukee, WI. She is on the board of directors for the Western Wisconsin Juvenile Diabetes Research Foundation (JDRF), and a member of the Customer Experience Professionals Association (CXPA).

Peter Haid

Peter Haid, CCXP

Managing Director, Touchpoint Dashboard - Peter has more than 16 years of B2B/B2C experience in the areas of Customer Experience Management (CEM), market research, advisory/consulting services, engineering, operations, M&A, strategic partnerships, performance measurement, and product management. These roles have led Peter to be a recognized expert and thought leader in the CX market by Forrester and the CXPA.

At Touchpoint Dashboard, Peter and his colleagues have created a next generation journey mapping toolkit that allows CX practitioners to evolve from journey mapping visualization to journey management of initiatives. Touchpoint Dashboard users build, discuss, validate, analyze, present, act, and manage all of their customer journeys from one CX command center.

Prior to joining Touchpoint Dashboard, Peter was Vice President of Business Lines at E Source – providing CX research and advisory solutions to the utility industry in North America.

Peter and his young family live in Colorado.

Valerie Peck

Valerie Peck, CCXP

SuiteCX - Valerie Peck’s background and professional achievements in the marketing/customer strategy, customer experience and touch point execution have positioned her as a point person for many projects where it is critical to not only design strategy but to execute on it. She is equally comfortable in the board room and the contact center. In addition to consulting, Valerie has created a software platform called suitecx which enables companies and practitioners to aggregate various evidence and ethnographic elements such as voice of the customer, employee and company into a visual storytelling and process format to improve customer experiences, campaign effectiveness and strategic planning.

She has considerable functional expertise in executive-level marketing strategy, Go-to-market positioning, customer interaction strategy, tactics and technical solutioning, business processes, content/knowledge management and touch point/datamart technologies. Her vertical industry expertise includes the financial services, retail, health care services, high-technology, telecommunications, automotive, entertainment and education sectors. She has significant domestic and international experience.

Projects Valerie has led have included using marketing and customer experience for competitive advantage, “psychology meets technology”, online/offline marketing, contact center/web business, functional, technical designs, RFP development and management, and customer service, service to sales strategy, customer experience optimization, and business case development.

Valerie is an accomplished international speaker and is adept in a comprehensive range of presentation formats, including keynotes, internal company presentations, sales conferences, panel discussions, interactive workshops, live broadcasts, training classes, and webinars. Valerie’s presentations always rank highly for not only her content but her dynamic and accessible style
Valerie has spoken at a number of major events in the US, Belgium, Japan, Hong Kong, and Turkey.

Her hands on experience in management with both major corporations and the Big 5, consulting to a wide array of Fortune 50 and start-ups, give her a wealth of best practices (and worst) to pull from making her a subject matter expert who is highly sought after both in consulting and speaking.

Lynn Hunsaker

Lynn Hunsaker

President, Clear Action - Lynn led company-wide customer experience transformation for many years at Applied Materials and Sonoco Products. As CEO of ClearAction customer experience consulting and its sister company, Marketing Operations Partners marketing efficiency and effectiveness consulting, Lynn helps you center your business on customers for continual ROI. She is past president of SVAMA, taught university courses for 5 years, and is a Professional Certified Marketer, Certified Quality Manager, Certified MBTI Practitioner, and Certified Customer Experience Professional. Lynn was first to receive CXPA’s Authorized Resource & Training designation for her Customer Experience Excellence course. She is co-founder of the Marketing Future Forum, #1 author of 2015 on, and has 4 Kindle titles, including Innovating Superior Customer Experience.

Joe Piette

Joe Piette

Vice President Customer Experience, Andrew Reise - Joe is a customer experience advocate and thought leader. He has had a diverse career – award-winning film and video producer turned corporate turned consultant. His clients find it valuable to have a storyteller who has been on both sides of the corporate/consulting table.

He loves the challenge of balancing brand promises with customer expectations, unifying organizations and their cultures, finding opportunities, removing waste, rallying to drive business growth, and moving customers to be passionate about a brand. He has helped Fortune 500 companies and smaller businesses.

He also enjoys speaking and is proud to have presented at numerous conferences and for the MBA program at Marquette University. He has a wife and four kids that motivate him in all he does. He loves music, playing drums, biking, and triathlons.

Jim Tincher

Jim Tincher, CCXP

Mapper-in-Chief, Heart of the Customer - Jim sees the world in a special way: through the eyes of customers.

With a lifelong passion for customer experience, Jim founded Heart of the Customer to help companies of all sizes increase customer engagement. Before launching the company, Jim led customer engagement initiatives at Best Buy and UnitedHealth Group. In the process, he became an expert in using Voice of the Customer to improve the customer experience. His Heart of the Customer Journey Maps™ are a powerful tool designed with one simple goal: customer loyalty. Customers ranging from start-ups to Fortune 500 companies use his processes to improve customer-focused results.

His fascination with customer experience led him to test himself by becoming a Certified Customer Experience Professional, only the second in the world to earn such a designation. He is also an active member of the CXPA, serving as one of their CX Experts, providing advice to members worldwide.

Paul Conder

Paul Conder

Principal, Lenati - Paul Conder is a Principal at Lenati, where he co-leads the Customer Experience Practice. He has over a twenty year track record leading multidisciplinary teams, bridging the fields of experience design, interior design, product design and retail strategy. Paul has led research and design projects for many leading global brands, including Starbucks, Nike, Starwood, Canyon Ranch, Lululemon, Telus, Microsoft, The Port of Vancouver, Philips Design Silicon Valley, Vitamin Water and the 2010 Olympic Games - helping clients develop brand-driven customer experiences.

Previously, Paul was a lecturer at Emily Carr University and Simon Fraser University in Vancouver Canada, developing and delivering courses in Industrial Design and Interactive Technology. He continues to be a regular guest lecturer on experience design at the UBC School of Engineering. Paul was co-founder and chief designer for Microsphere Systems, which received the Best of NeoCon Gold Award and NeoCon’s Most Innovative Product Award for his product design work.

He is an active member and conference speaker at the Customer Experience Professionals Association and The American Marketing Association. He has been featured extensively in the international media, including Interior Design magazine, The Chicago Tribune, Uficiostile Italia, CNN, CBS, TF1 (France) and FOX News. He was also featured as a “Young Leader in Canadian Design” by the Globe and Mail. Paul is co-author of the book “The Art and Science of Customer Experience” and was recently named the winner of the Customer Experience Professionals Association’s CX impact Award.

Jessica Noble

Jessica Noble

Senior Manager, Business Consulting, Tribridge - Jessica leads the Customer Experience (CX) practice at Tribridge and has a background in CX, Sales, Product Management, Service Experience Design, and Customer Relationship Management (CRM). She specializes in working alongside customers to transform their organizations and realize their unique CX goals. Jessica is a Certified Customer Experience Professional (CCXP) and was named by the International Customer Management Institute (ICMI) as one of the Top 50 Thought Leaders. Her CX career begin in 2002, spending her first 4 years working for one of the largest insurance companies to redesign their agent experience; the following 6 years building a patient experience and medical contact center consulting practice. Most recently leading a CX business consulting practice and working with customers across many industries, regularly consulting with CXOs on the Customer Journey, Sales and Service Experience Design, Essential Customer Metrics and CFOs specifically about Risk Monitoring Strategies for Customer & Sales Loss.

Michlle Yaiser

Michelle Yaiser, CCXP

Director of Customer Success, CX Workout - Michelle Yaiser is the Director of Customer Success at CX Workout where she leads CX, VoC, and onboarding/training programs. Previously, she was the Senior User Research Manager for the Creative Cloud Customer Insights team at Adobe where she led the project to develop Creative Cloud customer personas and their unique journey maps. With interests in both customer experience and user experience, Michelle focuses on combining the qualitative data of customer stories with quantitative data from various sources to drive customer experience improvements and UX requirements. In addition to being a skilled researcher specializing in contextual inquiry and survey research, she is also a Certified Customer Experience Professional.