Cover Image for Bridging the Gap in Telehealth: Customer Journey and Process Mapping
Cover Image for Bridging the Gap in Telehealth: Customer Journey and Process Mapping
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UXPressia's events bring together people who are passionate about improving customer and user experience through journey mapping.
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Bridging the Gap in Telehealth: Customer Journey and Process Mapping

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About Event

Many organizations struggle to create seamless, delightful customer experiences because their customer journey strategies and internal processes are misaligned. This leads to inefficiencies, frustrated customers, and missed opportunities. 

To overcome this challenge, they tend to focus on the organization’s internal processes and don’t consider the customer journey in its entirety, with internal processes being part of it. But this approach is not the best one.

Join us for an insightful event, where Brenda Batista-Mollohan, Founder of Inspiring Company Culture, will share a case example from the telehealth industry and explain how to align experience mapping and process improvement.

In this session, Brenda will present an actual client example (with details redacted) to demonstrate the persona, the CX map, a process map, and KPIs.

📄 At the event, you will learn how:

  • CX mapping can align with process excellence efforts

  • Prioritization of process improvement efforts can impact CX

  • To determine KPIs to sustain both CX and PI efforts


🎤 About the speaker

Brenda Batista-Mollohan, Founder of Inspiring Company Culture, is an accomplished entrepreneur, leader, and management consultant. With a remarkable career spanning over 25 years, Brenda has consistently been at the forefront of driving performance improvement within various organizations.

Her passion is applying systems engineering solutions to both individual and business challenges. She has successfully managed complex, multi-million dollar clients, developed computer simulations to predict business performance, and established scalable consulting methodologies that benefit both start-ups and established businesses alike. Additionally, Brenda has significant experience in customer experience (CX), further enhancing her ability to drive comprehensive improvements in various business contexts.


About organizers

​​​​UXPressia is an all-in-one cloud solution for understanding customer, user, and buyer experience, engaging teams, and driving successful digital transformation. Visualize your customers' journeys, create personas and impact maps, analyze touchpoints in multi-channel interactions, and invite teammates to collaborate in real time. Export designer-quality maps and personas and present them right from your browser online.

​​​​🎥 The event is going to be recorded.

Avatar for UXPressia Events
Presented by
UXPressia Events
UXPressia's events bring together people who are passionate about improving customer and user experience through journey mapping.
Hosted By
304 Going