Rochester, NY CXPA Network

Event Description: Have you ever noticed that there are so many resources explaining Customer Journey Mapping and its benefits, but no one ever talks about the nuts and bolts of getting started? If so, then join Michele Gennarino, Director of Customer Experience at Greenlight Networks, as she shares how she got started with the Customer Journey and the successes and failure she experienced along the way. This session will build off Jim Tincher’s discussion about the five-questions framework he shared last fall with the Rochester Network from his book, Using Journey Mapping to Drive Customer-Focused Change. The format of this Network meeting with be discussion-based. So, we encourage participants to bring their questions, successes, and failures to the conversation.

Journey Mapping 3 Part Series:

1. Jim Tincher: Using Journey Mapping to Drive Customer-Focused Change (Sept. 2022) – video passcode: hCQ.L7%T
2. Michele Gennarino: Journey Mapping – Practical Knowledge to Get Started (March 2023)
3. Steve O’Brien: Journey Mapping – Frictionless Customer Experience (April 2023) – video passcode: M?ni7?Ja

About the Speaker: Michele Gennarino brings over 30 years of experience in effectively building and managing operational teams including Client Services, Training, Program Management, and Human Resources. Her experience in direct marketing, customer care, and technical support for multiple sites span across the United States and abroad. From developing and launching cross-media campaigns to administering data analytics, Michele continually applies her expertise to drive client business. She sets high demands for performance from her management and operational teams, while her award-winning strategies and solutions support her organization and expand her level of success.

In 2020, Michele was selected as an honoree for the Rochester Business Journal's Women of Excellence Award. This award identifies and recognizes high-achieving women for their tremendous career accomplishments. Women are selected based on their professional experience, community involvement, leadership and sustained commitment to mentoring.

On-demand Video (copy the passcode below before clicking the link): 

https://us02web.zoom.us/rec/share/pgxrtEhvJ5nSzcAFfvtKiwpe90OFvaMyRaGFZPbQ2D35u7w8X9x2BqCeZ5GWj9wt.BagdIQnuNoptQKyE?startTime=1680018390000

Video Passcode: $36Nby4X

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