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Heart of the Customer Case: Mapping the Customer Journey for Improved CX

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Jim Tincher
Journey Mapper-in-Chief, Customer Experience Expert at Heart of the Customer
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About the talk

Mapping the customer journey for improved CX

You’ve heard about customer journey maps, but what are they, really? What value can they

provide to your business? How does one create a customer journey map? And, how can the

ROI of creating customer journey maps be measured? At the end of the session, you will:

● Gain the skills and toolkit needed to implement the art of journey mapping

● Strategically plan and innovate the multi-channel experiences

● Meet the expectation your customers have with your product and organization.

00:00 Intro

00:30 Journey mapping

01:20 Mein questions

02:26 Drive action

03:35 Critical to the success

04:30 ADKAR Change Management Model

05:40 Desire to change

06:33 Best practice

07:00 Keys

10:35 Type of thinking

11:00 Research methodology

16:35 Change management

17:17 Keys to change

23:00 Conclusion

About speaker

Jim Tincher
Journey Mapper-in-Chief, Customer Experience Expert at Heart of the Customer

Jim Tincher, CCXP, is a nationally recognized customer experience expert, journey mapper, author, and speaker. His innovative CX consultancy, Heart of the Customer, helps companies of all sizes drive customer-focused change to improve loyalty and boost revenue, and his book, How Hard Is It to Be Your Customer?, is considered a must-read for CX-focused leaders.

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Excellent. All right. Well, thanks. See how we're going to get into the untold secrets of Journey mapping success, as you walk through. What is the separate? Those were really successful from the rest. And so I hope you saw the book dear. We're going to jump right past that as well as my license plate, which is shows them. A true geek and get riding to why this is so important. Because when it's done, right? Is a Ministry returns for an organization, does it that there's a higher marketing investment return, more positive meetings, or social media,

significantly more customer for a revenue as well as more cross-sell and upsal Revenue. But there's one key thing is a word that maybe you noticed, which is if you look at the the title, it's not at the top. There's our life for customer Journey management, Journey mapping and tables at, but simply making the map itself is not sufficient. It's how you do Journey. Mapping that really separates the best of the rest and enables a r. A y natural going to focus on here. So I hope you book questions as we go, I can see

it here and I will react as we do that. So, won the most important question. Dragon ask you one question that would help the separate, whether you're likely to be successful or not. It would be, why are you doing to him? Every, that's really won. The first questions we ask and I'm going to give you two options to think about until I put the Chad to be great. Are you doing this? Nor the mattress customer experience? And maybe she will. But it's Journey. Mapping course. It's what we're doing. Or are you doing during mapping to drive action for the results?

Because how you do mapping will change significantly depending which of these are your goal. And I literally have had people as they know. We're not

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