Alison (Nagelberg) Lichtenstein

Head of Customer Experience Design
Dow Jones

Check out the incredible speaker line-up to see who will be joining Alison.

Download The Latest Agenda

Day One: Using Customer Insights to Streamline Experiences

Tuesday, March 24th, 2020

4:35 PM Workshop: Making a Customer Journey Map in Under an Hour

How do you create a legendary customer experience? You take away the irritants PLUS innovate and surprise your customers with an experience that is better than expected. There's no better way to uncover these tactics than by completing a Customer Journey Map. Often this can seem like an onerous and expensive task. It doesn't have to be. In this fast paced workshop you'll learn how to simply and efficiently run your own Customer Journey mapping session that will help you drive innovative solutions and also drive the waste out of your process. Filled with real case examples and hands-on exercise, participants will:

• Understand the types of journey maps you can do and when to do what kind

• The "tools" and "who" you need

• Conduct a mini Journey Mapping Session

• Leave as a Journey Mapping Maven