Michael DeJager

Principal Analyst & Head of Product Development Customer Management Practice

Tuesday, August 25, 2020

Tuesday, August 25th, 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.