Hendrik Kleinsmiede

Customer experience is no longer limited to a single interaction in a single space. As organizations evolve through rebrands, acquisitions, and adaptations to inevitable digital advancements, understanding the full scope of the customer journey has become more complex than ever.

Our panelists will share practical insights into how journey mapping can be leveraged to uncover pain points, align cross-functional teams, reimagine both digital and in-person touchpoints, and more.

Whether just beginning to formalize journey mapping or building on established strategies, panelists will share how they’re leveraging journey mapping to shift internal mindsets from product-first to human-centered, translate legacy experiences into intuitive digital ones, and drive continuous improvement across every touchpoint.