Rochester, NY CXPA Network

Presentation title: The Journey Mapping Five Question Framework: Using Journey Mapping to Drive Customer-Focused Change

Presentation Summary: In this presentation, Jim Tincher, Journey Mapper-in-Chief and author, walks us through an interactive presentation highlighting key insights from his book entitled, Using Journey Mapping to Drive Customer-Focused Change.

Research conducted with the CXPA shows that 2/3 of those running journey mapping initiatives report they are not successful. The primary reason? Nothing changed. In this interactive presentation, you’ll learn the Journey Mapping Five Question Framework that Jim Tincher and Nicole Newton shared in their book, How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change. You’ll share potential business problems and opportunities to solve through journey mapping, then discuss the right journey, customer, and approach before finalizing the right team to make journey mapping successful.

Takeaways:

• Uncover the top requirements for successfully changing the organization through journey mapping
• Learn the common opportunities to improve business outcomes through journey mapping
• Discover the benefits of an end-to-end or sub-journey

Journey Mapping 3 Part Series:

1. Jim Tincher: Using Journey Mapping to Drive Customer-Focused Change (Sept. 2022)
2. Michele Gennarino: Journey Mapping – Practical Knowledge to Get Started (March 2023) – video passcode: $36Nby4X
3. Steve O’Brien: Journey Mapping – Frictionless Customer Experience (April 2023) – video passcode: M?ni7?Ja

About Jim Tincher: Jim Tincher (LinkedIn) sees the world in a different way – through the eyes of customers. He is a nationally recognized customer experience expert and keynote speaker. He is also the co-author of How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change.

He developed the passion for customer experience (CX) when leading programs at Best Buy and UnitedHealth Group, and was an early advocate for CX, becoming only the second Certified Customer Experience Professional (CCXP) in the world.

His customer experience consultancy, Heart of the Customer, delivers next-generation CX best practices that go beyond insights and recommendations to empower and activate organizations to generate customer-driven value and bottom-line growth.

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

https://us02web.zoom.us/rec/share/rjglgbI9WqqxZ47KkDBcfawdwhMa-llOjK1sqPPKLnWUzDad8-HHlWNV0zEVgmxt.4ytkqaC5Ykhb_F0c?startTime=1664365926000

Video Passcode: hCQ.L7%T

#CXTools
#EducationalWebinar
#ThoughtLeadershipCall