In this session, attendees will gain comprehensive insights on how to build a customer experience (CX) strategy from the ground up in a historically product-centric organization. Led by Edwin Jones, the session offers first-hand insights into driving cultural change, designing an impactful Voice of the Customer (VoC) program, and aligning internal initiatives to better serve diverse customer needs. Attendees will explore practical strategies for shifting organizational culture toward a customer-first mindset while navigating the challenges and opportunities of CX transformation. Ideal for CX leaders and professionals looking to create meaningful, lasting change.

This session will explore the critical role of journey mapping in driving customer experience transformation and organizational change. Drawing on insights from expert experience, this discussion will highlight how mapping customer journeys across multiple platforms can help senior leadership understand the impact of their decisions, break down silos, and align priorities across business units.

Attendees will learn:

- How mapping customer journeys across digital and content platforms can drive organizational cohesion.

- Strategies for overcoming silos and creating a unified approach to customer experience transformation.

- Practical insights for integrating journey mapping into business processes and decision-making.