March 5-6, 2019
Journey-mapping is the best practice to understand how your customers view their experience; Forrester reports that 88 percent of customer experience (CX) professionals are mapping customer journeys and Temkin Group reports that 60 percent of CX pros are increasing their journey-mapping efforts. That’s no surprise, as journey-mapping combines best-in-class research techniques with compelling visualization. According to the Aberdeen Group, a strong journey management program offers multiple benefits, including reduced customer service costs, improvement to the sales cycle and increased employee engagement.
Unfortunately, according to a survey of CX and market research professionals, 65 percent of maps fail to drive customer-focused change, typically because the practitioners didn’t spend the time to prepare mapping the right journeys with the right customers.
Walk through case studies and learn the five critical journey-mapping questions used to ensure journey-mapping success, as outlined in the book How Hard Is It to Be Your Customer: Using Journey Mapping to Drive Customer-Focused Change:
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