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Conference Presentation

Converging on the Customer Journey

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Like a lot of great tools, customer journey mapping is a convergent set of dynamics, mainly people, processes, data and tools around the customer. Enabling companies to stop thinking, working and measuring success in silos and start aligning to the customer and the best possible outcome. It generates results by combining elements of experience design, innovation workshops, agile development and traditional business case-driven change. In this breakout, through a series of interactive examples and live polls, we'll take you through the journey an organization needs to go on to make use of this convergent technique, how to understand the "moment that matters ". Be prepared to be involved.

Presented By:

David Lopes

Sr. Director, Design & Customer Innovation, ServiceSource

Publish Date: October 24, 2017

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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