Conference Presentation

3 Customer Journey Mapping Elephants: A Practical Study

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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.

Presented By:

David Lopes

Sr. Director, Design & Customer Innovation, ServiceSource

Publish Date: October 25, 2017

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