Monday, November 12, 2018
14:00 to 16:00 Pacific 2&3
Customer journey management is the discipline of understanding, planning, implementing and optimizing a portfolio of journey maps to generate cost efficiencies and create loyalty through improvements that are most impactful to emotions. It is the informed by data, driven by needs of the customer and created to provide continuous, holistic management of the customer’s journey. This workshop explores micromoments, personalization and how customer intelligence (data and feedback) are woven into mapping and managing the customer journey. Learn how to use customer journey maps strategically – as a core part of the ongoing management of your organization. This change of mind-set from simple journey mapping can lead to maximizing the benefits of several of the core CX competencies – understanding, gaining insights, driving change and measuring the impact of the experience.
Analytics, Personalization & Optimization
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