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Mapping the Customer Journey for Improved CX
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About the talk
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, 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?
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