June 22 - 26, 2020 | Caesars Forum

Megan Haas

Content Marketing Interactions

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

Sandy Ko
Research Development Analyst
Customer Contact Week

Interactive Activity
(90 minutes)

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

Download The Latest Agenda