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Jeniffer Zamora
B2B CX, EX, Digital Transformation & Commercial Excellence at Dow
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Panel: Map the Customer Journey for a Superior CX Digital Transformation
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About the talk

Map the Customer Journey for a Superior CX Digital Transformation

You’ve heard about customer journey maps, but what value can they provide for your business? Master customer journey mapping and how to measure its ROI. Leave with the skills and toolkit you need to: 

  • Implement the art of journey mapping

  • Strategically plan and innovate your multi-channel experiences

  • Exceed your customers’ expectations of your product and brand


Utilize journey mapping to pave the way for your CX digital transformation.

00:00 Intro

00:30 Speakers introduction

03:00 Journey mapping

08:50 Customers feedback

09:30 Focusing

13:00 Deliver transformation

14:46 About process

16:13 Cases

17:40 HR in this process

19:46 Local customization

21:30 Quick questions

25:03 Tools for optimization

36:12 About data

38:40 Most important metric

40:40 Service core

About speakers

Jeniffer Zamora
B2B CX, EX, Digital Transformation & Commercial Excellence at Dow
Chase Zenger
Customer Experience | Customer Success at Box
Stacy Warren
Chief Sales & Customer Experience Officer at Vault

Senior Global Director of Customer Experience and Employee Experience at Dow Inc. Accountable for establishing and deploying Dow's long-term CX and EX strategies to drive growth and improved business performance.

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I'm a customer experience expert with a passion for using feedback and operational data to deliver insights that enable exceptional experiences across the entire customer journey.

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Stacy is here to make things easy, whether you’re a broker, agent, colleague, client or advisor. She believes that simplicity, flexibility, transparency and a willingness to go the extra mile are the keys to building successful, long-term relationships with employees and clients alike. The fact that she’s a natural self-starter and a huge talent advocate, tapping into people’s hidden talents and allowing them to thrive, doesn’t hurt either…

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All right, you coming on. Now? We are going to talk more about how to map the customer Journey for a superior CX digital transformation. Today. I'm joined by Jenn Morel the senior Global director of customer experience in. Commercial Excellence at Dow. I have also joined by Chase singer. The chief of staff. I forgot your shirts a box and we had Stacey Warren, who is the chief sales and customer experience. Officer had both Insurance to ask each of you to introduce yourselves a bit more about you. How long you been the organization? What you focus on and which organization does?

And I'll hop into some of these questions that start with Jen and Chase and Stacy. Great. Thanks for having me. I'm from doubt. I am the basically the lead director of customer experience for the company or a multi-national roughly 50 billion dollar company where we have around 37,000 employees and lots and lots of customers. And my responsibility is to make sure that we're delivering seamless experiences for customers at every step within their Journey. Chase. Yummy Chase.

Rookie mistake ever got a customer officer here and box. I also wear dual hat of leading our customer experience efforts and been with box for about 4 years. Prior to that. I have worked the qualtrics for a couple of years as a customer success manager, so I might have worked with some folks on this call, but you're probably familiar with what we do. But for those that aren't we are content Cloud company and we are we've about roughly 2300 Floyds. I believe at this point to where

much much smaller than doubt, but we hope to Aspire to be that size at some point, but got really great to be here and not looking forward to talking

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February 10 - 11, 2021
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Jeniffer Zamora
Chase Zenger
Stacy Warren