Conference Presentation

Informing Experience Design with the Voice of the Customer

This report is for members only

Ask about TSIA membership to access.

Already a TSIA Member? Sign In.


Understand the nature of successful customer experience transformation. Learn how increasingly customer service leaders are recognizing the value of learning directly from their customers--seeing what experience feels like from the outside-in perspective. Perceive how to engage with customers and use what is learned to create deep customer understanding and alignment about the need for change inside your organization. Then couple the knowledge with painting a picture of the customers' experience via mapping it. In this workout session, you will see first hand how to get started in your company through an interactive activity.


Presented By:

Judith Platz

Vice President, Research and Advisory, Customer Success & Support, TSIA

Liz Mountjoy

Director, Customer Practice, PwC

Christina Hepner Brodie

Director, Innovation and Customer Experience Advisory Practice Areas, PwC

Publish Date: May 5, 2015

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

Experience Our Community

Our thriving community of 35,000 services leaders rely on TSIA insights every day.