Webinar Registration

Topic

Customer Journey Mapping Success Series: The Untold Secrets

Description

Journey maps are a best practice to determine customer needs and drive your organization to improve the customer experience. Unfortunately, a survey of customer experience leaders shows that 65% of mapping programs fail to drive action. Learn what differentiates programs that succeed from those that fail, and find out how the YMCA applied best practices to improve their member journey.

Key takeaways:
• The most common business problems that journey mapping is used to address.
• How successful journey mapping requires a different approach to gathering the voice of your customer.
• Who to include in your journey mapping sponsor and action teams.

Time

May 2, 2019 11:00 AM in Central Time (US and Canada)

* Required information

Speakers

Jim Tincher

Heart of the Customer

Jim is our Mapper-in-Chief and lead consultant. Jim sees the world in a special way: through the eyes of customers. With a lifelong passion for customer experience, Jim founded Heart of the Customer to help companies of all sizes increase customer engagement. Before launching the company, Jim led customer engagement initiatives at Best Buy, Gallup and UnitedHealth Group. In the process, he became an expert in using Voice of the Customer research to identify unmet needs, develop new products and improve customer service. His Heart of the Customer Journey Maps™ are a powerful tool designed with one simple goal: customer loyalty. Customers ranging from start-ups to Fortune 500 companies use his processes to improve customer-focused results.

Heart of the Customer

Nicole’s passions include leading customer experience improvement efforts, infusing the voice of the customer into decision-making and strategy, and improving every employee’s ability to connect to customers. She has built and run customer experience and marketing research functions within a Fortune 500 organization. Nicole is a RIVA-certified focus group facilitator and her work focuses on customer loyalty and retention, new product development, product and usability improvements, and identification of growth opportunities. She holds a Bachelor of Science in Economics from the University of Minnesota and a Masters of Business Administration from Fordham University. Nicole is also a CCXP – 8th in the world.

All fields are required

Your Information
Send to
Message preview	Hi there, You are invited to a Zoom webinar. When: May 2, 2019 11:00 AM Central Time (US and Canada) Topic: Customer Journey Mapping Success Series: The Untold Secrets Register in advance for this webinar: https://zoom.us/webinar/register/WN_3tLfsBabQbyWp0xyfDEjCQ After registering, you will receive a confirmation email containing information about joining the webinar. ---------- Webinar Speakers Jim Tincher (Heart of the Customer ) Jim is our Mapper-in-Chief and lead consultant. Jim sees the world in a special way: through the eyes of customers. With a lifelong passion for customer experience, Jim founded Heart of the Customer to help companies of all sizes increase customer engagement. Before launching the company, Jim led customer engagement initiatives at Best Buy, Gallup and UnitedHealth Group. In the process, he became an expert in using Voice of the Customer research to identify unmet needs, develop new products and improve customer service. His Heart of the Customer Journey Maps™ are a powerful tool designed with one simple goal: customer loyalty. Customers ranging from start-ups to Fortune 500 companies use his processes to improve customer-focused results. Heart of the Customer (Heart of the Customer ) Nicole’s passions include leading customer experience improvement efforts, infusing the voice of the customer into decision-making and strategy, and improving every employee’s ability to connect to customers. She has built and run customer experience and marketing research functions within a Fortune 500 organization. Nicole is a RIVA-certified focus group facilitator and her work focuses on customer loyalty and retention, new product development, product and usability improvements, and identification of growth opportunities. She holds a Bachelor of Science in Economics from the University of Minnesota and a Masters of Business Administration from Fordham University. Nicole is also a CCXP – 8th in the world.

Time Zone:

Webinar Registration

Speakers

Share via Email

Switch Time Zone

Upcoming Meetings