Joan Pepper

Director of Customer Success
Zycus

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

Download The Latest Agenda

Day One: Mining, Mapping and Measuring: How to Master Essential CX Strategies

Friday, January 6th, 2017

15:05 Workshop E: Creating A Customer Journey Map In 40 Minutes At No Cost

How do you create a legendary customer experience? You take away the irritants PLUS innovate and surprise your customers with an experience that is better than expected.. There's no better way to uncover these tactics than by completing a Customer Journey Map. Often this can seem like an onerous and expensive task. It doesn't have to be. In this fast paced workshop you'll learn how to simply and efficiently run your own Customer Journey mapping session that will help you drive innovative solutions and also drive the waste out of your process. Filled with real case examples and hands-on exercise, participants will:

•Understand the types of journey maps you can do and when to do what kind
•The "tools" and "who" you need
•Conduct a mini Journey Mapping Session
•Leave as a Journey Mapping Expert (hopefully!)