The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change and business performance. Enter journey management: A holistic approach to customer experience that unfortunately remains misunderstood and underutilized in most organizations today. In this keynote session, join Kerry Bodine, CX 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. Learn why journey mapping is just part of the Journey Discovery process, how effective organizations leverage Journey Design to define profitable future-state journey and how journey managers and journey analytics combine to enable Journey Delivery.
VoC & Customer-Driven Design
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