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Monday, June 8 • 3:30pm - 5:30pm
Customer Journey Mapping: Walk in Your Customer's Shoes

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A customer journey map is perhaps the most powerful tool you can use to design customer experiences and develop customer experience strategies. Customer journey maps deliver insights into customers' motivations, needs, wants and sentiment as they interact with products, services, physical and digital channels in any combination. These insights inform targeted customer strategies and investments.

Customer journey maps can be developed for an entire customer lifecycle, from before the first engagement to upgrade, renewal, repurchase and even moving on to a competitor. They can also be developed for a single interaction at a single touchpoint. They can be used to develop an end-to-end experience for a brand new product that is not in the market yet, or to make improvements to an existing experience.

In this interactive workshop, participants will receive hands on experience in developing customer journey maps for specific customer-impacting business scenarios, and a strategy roadmap to address the identified customer experience challenges.

avatar for Banafsheh Ghassemi

Banafsheh Ghassemi

CEO and Cofounder, Tangerine Lab
Banafsheh has pioneered successful approaches in integration of design thinking principles, emerging technologies and advanced data and analytics to deliver differentiated customer experiences for new and existing brands, products and services. Prior to founding Tangerine Lab, For... Read More →

Monday June 8, 2015 3:30pm - 5:30pm
W Atlanta-Midtown 188 14th Street, NE · Atlanta, Georgia, 30361

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