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In this session we'll tackle three of the elephants in the room around customer journey mapping; namely what is the point of it, how does it practically work within an organization and what change can it create. We'll look at these through the lens of a case study for a large industrial, showing the steps conducted, the resources engaged and the results achieved. This isn't journey mapping for the sake of a tick-box or me-too exercise, this is journey mapping for improved customer experience and loyalty which leads to increased bookings, revenue and profit.
TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.
Peg Rodarmel, SVP, Subscription Services, Infor
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