Journey maps are a core part of every CX practitioners toolkit, but many organisations don’t use them to their full potential to capture customer behaviour that can be translated into commercial outcomes.

In this interactive session, we’ll look at:

– The difference between segments and personas, and why one is infinitely more useful in helping us understand the ‘why’ of consumer behaviour
– How to find out when and what to map
– Understanding and assessing the rational and emotional factors that are in play throughout a customer journey
– How journey maps can be used to build a business case that will resonate with senior management
– How journey maps are different, but integral to service design

This session will be a 30 minute presentation followed by a workshop to practically apply the ideas and show you how they can be applied to your organisation.

Building a customer-focused culture can be a challenge. In this session a panel of CX leaders will explore how we can make CX feel relevant and urgent to everyone across the organisation.

The session will also focus on how to focus cultural change efforts to maximise impact – whether it’s more effective to start small with one business unit and build out, or to focus on a widespread change that shifts the whole organisation.

Insights will be applicable to those operating in a lean organisation to those implementing CX principles across a large workforce in a high volume environment.

Pretotyping is a set of tools, techniques, and tactics designed to help you validate any idea for a new product quickly, objectively, and accurately. A proven, data-driven method for quickly testing ideas and finding what customers love, it ensures that you get to the best idea as quickly as possible, while identifying and disregarding bad ideas early – saving time, money and resources.

The workshop portion of this session will give you hands-on, real-time experience in a variety of pretotyping techniques. You’ll learn how to create a tailored pretotype plan and testing to work on collecting data from real-life customers.

Once an initiative has been implemented, demonstrating its effectiveness to gatekeepers and decision makers is imperative to ensure that CX is viewed as a contributor to growth, rather than a cost.

In this session, we’ll examine how CX practitioners can ensure they are measuring meaningful business metrics and how these can be used to demonstrate success, so that even the most pragmatic decision maker can be shown how delivering for the customer results in delivering for the bottom line.

Journey maps are a core part of every CX practitioners toolkit, but many organisations don’t use them to their full potential to capture customer behaviour that can be translated into commercial outcomes.

In this interactive session, we’ll look at:

– The difference between segments and personas, and why one is infinitely more useful in helping us understand the ‘why’ of consumer behaviour
– How to find out when and what to map
– Understanding and assessing the rational and emotional factors that are in play throughout a customer journey
– How journey maps can be used to build a business case that will resonate with senior management
– How journey maps are different, but integral to service design

This session will be a 30 minute presentation followed by a workshop to practically apply the ideas and show you how they can be applied to your organisation.

Building a customer-focused culture can be a challenge. In this session a panel of CX leaders will explore how we can make CX feel relevant and urgent to everyone across the organisation.

The session will also focus on how to focus cultural change efforts to maximise impact – whether it’s more effective to start small with one business unit and build out, or to focus on a widespread change that shifts the whole organisation.

Insights will be applicable to those operating in a lean organisation to those implementing CX principles across a large workforce in a high volume environment.

Pretotyping is a set of tools, techniques, and tactics designed to help you validate any idea for a new product quickly, objectively, and accurately. A proven, data-driven method for quickly testing ideas and finding what customers love, it ensures that you get to the best idea as quickly as possible, while identifying and disregarding bad ideas early – saving time, money and resources.

The workshop portion of this session will give you hands-on, real-time experience in a variety of pretotyping techniques. You’ll learn how to create a tailored pretotype plan and testing to work on collecting data from real-life customers.

Once an initiative has been implemented, demonstrating its effectiveness to gatekeepers and decision makers is imperative to ensure that CX is viewed as a contributor to growth, rather than a cost.

In this session, we’ll examine how CX practitioners can ensure they are measuring meaningful business metrics and how these can be used to demonstrate success, so that even the most pragmatic decision maker can be shown how delivering for the customer results in delivering for the bottom line.