Michael DeJager

Principal Analyst & Head of Product Development Customer Management Practice

Tuesday, June 23, 2020 - Technology & Innovation Focus Day

Tuesday, June 23rd, 2020

8:15 AM Customer Journey Mapping

Customer journey maps are so much more than a handy visualization tool for rooting out gaps and pain points in the customer experience. The goal of journey mapping is to take insights on board and transform them into business goals. Done right, a customer journey map can help you answer big-picture questions. In this session, we will dive into what types of questions a journey map can help answer, bottom line-related business goals they can help you meet, and a step-by-step process of how to create your own customer journey map.

4:45 PM New Attendee Orientation

Are you new to Customer Contact Week?  It can be challenging familiarizing yourself with the many types of content, learning opportunities and networking activities at CCW.  Join the CCW analysts and conference directors at the new attendee orientation and get to know other CCW newbies, learn how to navigate the program and make the most of your CCW experience.

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

Download The Latest Agenda