Passes starting at $599!

*summer PROMO extended -- ENDS 9/30

June 22 - 26, 2020 | Caesars Forum

Devon Westerholm

VP, IT Customer Experience Palo Alto Networks

Why Devon?
When you talk about Customer Journey Mapping, Devon can help you understand what it truly means and the process it takes to accomplish this. At CCW Vegas join Devon as she discusses how she's utilized this tool to drive operational excellence at companies throughout her career.

Day Two - Pre-Conference Day: Tuesday, June 25, 2019

Tuesday, June 25th, 2019

8:15 AM Customer Journey Mapping

In today’s era of customer centricity, you cannot afford to make assumptions about customer demands. You cannot impose broad, impersonal, business-minded experiences on customers, and moreover you cannot allow silos to cause frustrating “pain points” for your customers. Our Technology & Innovation Focus Day spotlight on Customer Journey Mapping provides key highlights from the CCW Digital special report, interviews a practitioner on their experience mapping journeys, and then dives into an interactive journey mapping activity for immersion in the process.

Special Report Brief
(30 minutes)
Brian Cantor
Principal Analyst 
CCW Digital

Project Analysis: How Dropbox Leverages Dynamic Customer Journey Mapping 
(30 minutes)
Devon Westerholm
Director of Customer Experience
Dropbox

Sandy Ko
Research Development Analyst
Customer Contact Week

Interactive Activity
(90 minutes)

Day Three - Main Conference And Expo: Wednesday, June 26, 2019

Wednesday, June 26th, 2019

4:00 PM Best Practices for Dynamic Customer Journey Mapping

  • Phasing journey maps to dive deeper
  • Keeping the map out of the desk drawer
  • How journey mapping can transform into service design initiatives

Check out the incredible speaker line-up to see who will be joining Devon.

Download The Latest Agenda