The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change and business performance. Enter journey management: A holistic approach to customer experience that unfortunately remains misunderstood and underutilized in most organizations today. Join Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.
In this engaging keynote, you’ll learn:
– Why journey mapping is just part of the Journey Discovery process
– How effective organizations leverage Journey Design to define profitable future-state journeys
– How journey managers and journey analytics combine to enable Journey Delivery
Speaker: Kerry Bodine, CEO, Kerry Bodine & Co.
Kerry Bodine’s book, Outside In: The Power of Putting Customers at the Center of Your Business, helps business leaders understand the financial benefits of great customer experiences—and how their organizations must change in order to deliver them.
In 2014, she founded Kerry Bodine & Co., a customer experience consultancy focused on customer journey mapping and experience design. She’s also a frequent keynote speaker at conferences and private corporate events around the world.
Kerry’s ideas, analysis, and opinions have appeared on sites like The Wall Street Journal, Harvard Business Review, Fast Company, Forbes, and USA Today. She holds a master’s degree in human-computer interaction from Carnegie Mellon University.