Customer Journey Mapping Leads to Success

Understanding the customer journey is critical to building loyalty at every point of interaction, and this interactive session will give you a foundation. Journey maps provide your organization with an outside-in view of the touch points that impact each stage of the customer lifecycle. They allow you to better understand the experience from the customer perspective, to consider customer needs and perceptions at the moments of truth, and connect employees to the actions they can take to improve NPS. The journey mapping process should inform your listening strategy and help guide your broader customer experience efforts. In this session, Lenna Russ will share best practices for creating a customer journey map, give you tips on creating one for your business, and answer your burning questions about when, how, and why to address customer journey mapping for your business.