Join me on Wednesday, August 12 at 1:00pm ET for a webinar with the Toronto Customer Experience Professionals Association. It’s FREE for CXPA members and CAD$65 for everyone else.
Journey mapping has reached fever pitch in the customer experience world. But an organization’s mapping efforts are only effective if the resulting maps drive positive business outcomes — and that isn’t going to happen through wishful thinking.
Enter Journey Management: The practice of strategically driving experience improvements that support customers’ goals.
Join Kerry Bodine, customer experience expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic. In this engaging webinar, you’ll learn how leading organizations are evolving their customer experience initiatives to centre around customer journeys — and walk away with ideas for transforming your own CX practice.
Our discussion will cover these questions:
- How do organizations differ in their approaches to journey management?
- What are the key responsibilities and challenges of Journey Managers?
- How can you take a journey-centric approach to CX measurement?