B2B Practitioner Breakout: Verizon, Cary Cusumano and Erin Van Remortal “Get Real! Escape the Abstract and Make It Real with Journey Reconstruction”
(TELECOMMUNICATIONS, Experienced - 5 to 10 years of CX Experience)
Get Real! Escape the Abstract and Make It Real with Journey Reconstruction Building genuine customer empathy is a challenge in any service environment, a challenge that is compounded when even tried-and-true CX methods present customers as theoretical entities. In this session, Verizon Customer Experience Leads and CCXPs, Erin Van Remortel and Cary Cusumano, share how they created a Customer Journey reconstruction practice that takes journey mapping beyond identification of touchpoints to real customer names, real dates and times, and real customer voices. When that customer has a name, when you frame the actual event, and when you hear the raw emotion in the customer’s own words, empathy is inescapable and becomes a powerful motivator for action.
In this session, you’ll learn:
- You likely already have the data you need to reconstruct journeys and bring your customers to life
- Reconstructing actual customer journeys can expose root causes of customer pain in unexpected places
- Emotion and empathy now have a seat alongside hard data in C- level meetings
B2B Practitioner Breakout: Jackie McAtee, Mayfair Diagnostics ** Innovation Award Finalist ** Medical Imaging Reimagined
More than a tag line, Mayfair has redefined the patient experience with the concept, design and execution of its newest community radiology clinic in Calgary, Canada. To improve the quality of its service and maintain industry leadership, Mayfair embarked on a bold mission to re-imagine the medical imaging clinic of the future.