February 12-13, 2019

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Simplifying the Complex: A Practical Guide to B2B Customer Journey-Mapping

Room 2 | 2:15-2:45 | Tuesday, February 12, 2019

Many B2B organizations are trying to improve their CX by mapping out customer journeys, but how do you actually go about doing it? In this talk, Simon McEvoy, head of strategy at B2B creative agency Omobono, will walk you through a practical, step-by-step guide to mapping customer journeys, touching on:

  • How to demystify complex buying journeys and multiple customer types;
  • how you can identify a manageable number of persona types, unlock hidden opportunities in customer pain points and create experience maps that get internal buy-in; and
  • how to make the task more manageable and focused on tangible deliverables.

You’ll come away able to start mapping out customer journeys in your business and finding new opportunities to delight customers!


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