Conference Presentation

Keynote: Art and Science of the Customer Journey - Turning Infinite Complexity Into Actionable Insights

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Customer journeys started off as a design tool for e-commerce companies to help consumers navigate the online buying process. But for most enterprise technology companies, the journey isn't so simple. And their customer organizations are anything but simple. Just ask your customers if their journey with your company has been easy, fast and convenient. Let's face it, we didn't really design our current customer journey, it just grew (and grew and grew).

So how do we take the infinitely complex variation of interactions between a technology supplier and a large (or even small) enterprise customer and think about it in a manageable and meaningful way? First we have to settle on what the journey is and from whose perspective we are going to view it. Next we have to think about how it works today and why. Then we have to think about how customers would like it to be. Most importantly we have to identify some simple but meaningful ways to innovate that journey without re-organizing the entire company.

In this session you will hear about: 

  • The three major journeys that you could focus on optimizing (Customer Experience, Offer, Customer Engagement Models) 
  • Why one stands out as the most high-leverage
  • Where most companies break down in that journey and what two key steps your company can take to improve it

Armed with this insight you can take some tangible steps toward re-orienting your internal operating model in ways that will energize your employees and reward both your customers and your shareholders.

 

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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