Turning Your Journey Map Into Actionable Strategies for Customer Centricity
Customer journey mapping is a powerful tool for understanding and improving customer experiences. However, simply creating a map is not enough. To truly impact the business, it is essential to transform the map into actionable strategies that foster customer centricity along all of its steps.
In this expert talk, we will discuss three key steps to take your customer journey mapping to the next level.
📄 You'll take away strategies to:
Influence across the board to create buy-in and foster adoption of your journey map
Turn the map into actions through playbooks, measurements, and metrics, and, most specifically, a Voice of Customer program
Make your journey mapping a continuous exercise for lived customer centricity
🎤 About the speaker
Amy Downs is a renowned leader and entrepreneur, currently serving as CEO and Founder of Customer Obsessing Consulting. With over 20 years of experience in enterprise software, she has achieved exceptional results in driving customer-centric transformations. As VP of Customer Success, Support, and Professional Services at Twilio, she managed ~$1B in ARR and achieved a remarkable 140% NDR rate. Amy has also held leadership roles at Lifesize and Aspect (Voxeo), accumulating 14 years of expertise in the CPaaS and SaaS space. She brings her unwavering commitment to customer obsession and proven Customer Obsession Framework to share her philosophy on how to build a world-class services organization.
Teresa Goestenmeier, an enthusiastic practitioner of psychology and CX, employs her expertise at Customer Obsessing to foster customer and employee loyalty. Her experience in marketing and CX, coupled with her business psychology background, enables her to create impactful surveys and programs that enhance brand image. Teresa is passionate about creating a positive work environment for employees and empowering them to drive change for customers. Her deep understanding of customer journeys and ability to craft meaningful questions has led to positive outcomes for her clients, resulting in increased customer and employee loyalty.
Sally Stoewe: Sally is a driven project and change manager, skilled at fostering meaningful connections and driving creative thinking among teams. Her background in classic retail sales, coupled with her experience as an empathic trainer and an MBA, has equipped her to break down silos and build cross-functional Customer Obsession Teams. A true advocate for diversity and inclusion, Sally is a gold-tier facilitator for the #IamRemarkable initiative, helping companies cultivate inclusive workplaces. With a fresh perspective and proven experience, she delivers exceptional value by enabling organizations to reach new heights through cross-functional collaboration. Her efforts in driving Customer Obsession have earned her recognition as "CS Strategist to Watch 2024".
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.