The Customer Journey: what it is, why it matters, and how to map it

Happy customers are loyal customers. Loyal customers cost up to 25x less, spend up to 67% more, and share your brand message for free. So, how do you make your customers happier?
The first step is understanding their journey: when, where, and why it happens. And, above all, what you can do to make it better.
Enter customer journey mapping, a proven technique that builds empathy and awareness of your customer’s actions, feelings, and circumstances. By learning the stages of the customer journey and understanding how to map them, you’ll have the insights needed to turn customers into loyal brand evangelists.

This webinar is for

• CX practitioners looking to sharpen their skills
• Marketing & operations professionals wanting to better the customer experience
• Anyone who needs a fresh perspective on improving their bottom line

You'll learn

• What the customer journey is
• How to build customer journey maps
• How to turn insights from your journey maps into actionable results

Lis Hubert, Founding Partner, CX by Design

Lis’ mission is to propel companies toward their strategic goals using a people-first philosophy. With 15+ years of experience, she has partnered with corporate giants and mid-tier enterprises alike to provide teams with the practical tools and skills needed to make their CX roadmaps a reality.

An industry thought leader who’s shared her knowledge worldwide, Lis knows how to get organizations thinking holistically about driving and enacting real change. For her, business transcends the bottom line; it’s about putting people first and creating value for all involved.

Find out more about Lis here: https://cxby.design/about-cx-by-design/

Diana Sonis, Founding Partner, CX by Design

Diana’s passion is to identify nuggets of unique opportunity within an organization. Throughout her 15+ years in CX and UX, she has driven significant business advantage by reorienting existing systems and structures to improve the human experience for organizations of all types.

Having designed, built, and sold several companies, Diana knows how to nurture businesses to success. She is passionate about shaping abstract concepts into concrete online and offline customer experiences. For Diana, human psychology and experiences that respond to the needs of real people are paramount—as is coffee.

Find out more about Diana here: https://cxby.design/about-cx-by-design/

Host or Publisher CX by Design