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Customer Journey Mapping Success Series: The Five Questions to Ask (and Answer) to Ensure You Drive Customer-Focused Change
The most successful journey maps are based on business needs and use those to determine the right journey and customer to map, as well as the right approach to gathering customer feedback and selecting the right team to drive change. Learn about the five questions that will help you ensure that your journey mapping initiative succeeds in driving change within your organization.

Key takeaways:
• How your business problem drives the selection of all key design elements of journey mapping.
• How to select between an end-to-end journey and a specific sub-journey map.
• Why mapping all customers at one time wastes organizational and customer resources.
• How to choose the right approach to capturing the voice of the customer.
• How to identify the right team members for your project.

May 21, 2019 11:00 AM in Central Time (US and Canada)

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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 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: increasing customer loyalty. Customers ranging from start-ups to Fortune 500 companies use his processes to improve customer-focused results.
Nicole Newton
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 whose 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 Master of Business Administration from Fordham University. Nicole is also a Certified Customer Experience Professional (CCXP) – only the eighth in the world to earn that designation.