Conference Presentation

Customer Journey Mapping

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How do we create customer value? And how do we get the rest of the company to do what they need to do to make customers successful? Customer Experience Journey Mapping is a powerful new technique that lets us advocate for customers, drive meaningful change, and take a new leadership role in our companies. Our workdays are consumed with operations: closing cases, handling escalations. But this isn’t what your customers see. You think of escalations; they think of getting handed off. You track defects; your customers think you shipped a broken product. You manage SLAs; your customers wait.

Customer Experience Journey Mapping can help you bridge the gap between your experiences and your customers’.  By engaging other parts of the organization in the process, you gain their empathy, trust, and support—you’re not asking them to do the right thing; you’re helping them discover it, from the customer’s perspective. The result? A new perspective on your operations that highlights customer experience gaffes, as well as opportunities to delight, a customer-centric action plan, led by services, with enthusiastic participation from the rest of the company, and a shared mission, based on customer success, which motivates the entire organization.

Presented By:

David Kay

Principal, DB Kay & Associates

Joanne Weigel

Sr. Director, Organizational Development Programs, Technology Services Industry Association (TSIA)

Terry Hudak

Vice President, Services Program & Operations, The Ultimate Software Group Inc

Publish Date: May 6, 2014

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Peg Rodarmel, SVP, Subscription Services, Infor

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