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Journey Mapping isn’t enough to sustain your company’s attention and CX investment.  

Today, nearly 75% of CX teams use journey maps and, while the data has not quite been compiled yet (keep an eye on this space), McorpCX believes the success rate hasn’t improved much. Too often, teams hover on mapping and support diminishes. But there is a better way.  

In this webinar, a panel of experienced CX practitioners, go beyond the journey map to the real goal: exceeding customer expectations by delivering the experiences and enhancements they desire, while effectively managing and orchestrating those experiences to guide them along their journey.   

During this 1-hour discussion you will:  

  • Gain valuable insights into the nuances between, the value of and the “why” of Journey Mapping, Journey Management, Journey Orchestration, and Journey Optimization, so you can apply each with confidence.  

  • Tap into expert knowledge, hear real world stories, and glean insights from others who are engaged in this arena.  

  • Receive actionable tips, strategies and tools to immediately apply the Journey Maturity Framework within your own business (a strategic framework that guides businesses in this practice and enables CX practitioners to create and continuously improve effective, easy, emotionally empathetic, and seamless cross-channel experiences)  

  • Learn how to assess where your organization stands in its own Journey Management & Orchestration lifecycle, empowering you to identify growth opportunities and intentionally build your journey management capabilities.  

  • Explore how evolving technology providers such as Cemantica, SuiteCX By QuestionPro, Qualtrics, Alterian and others are critical to Journey Management and Orchestration Maturity.  

Watch now and prepare to be inspired, equipped, and empowered to drive growth, deliver exceptional customer experience. 

 

HEAR FROM OUR PANEL OF EXPERTS

Taylor Fitzpatrick

Taylor is a dynamic and innovative leader with 15+ years of experience driving business growth through data-driven customer experience programs. She excels at empowering cross-functional teams and optimizing strategic initiatives, from digital transformation to customer acquisition. Passionate about crafting powerful customer experiences, Taylor paves the way to organizational success.

Diane Magers, CCXP

Founder and CXO of Experience Catalysts and Emeritus Chair of the CXPA (Customer Experience Professionals Association), she has led CX for major brands for over 25 years. 

Pavlina Bergan, CCXP 

Prosci certified, NLP Master, Certified Coach and CCXP-certified professional, Pavlina has a track record of serving for more than 2 decades as a change management consultant, supporting large-scale digital transformation projects by connecting people, processes & technology.

Graham Clark

With 36 years in experience transformation with a core focus on multichannel digital first customer experience since 2011 and development of skills acquisition and transformation programs for organizations from 3 to over 30,000 professionals. 

 

Title of the presentation

Meet Your Expert Panel

Bios  (6)

Taylor Fitzpatrick,

Practice Manager, Journey Mapping, McorpCX,

is a dynamic and innovative leader with 15+ years of experience driving business growth through data-driven customer experience programs. She excels at empowering cross-functional teams and optimizing strategic initiatives, from digital transformation to customer acquisition. Passionate about crafting powerful customer experiences, Taylor paves the way to organizational success.

Bios  (5)

Pavlina Bergan, CCXP ,

Director of Operations , Cemantica

is Prosci certified, NLP Master, Certified Coach and CCXP-certified professional, has a track record of serving for more than 2 decades as a change management consultant, supporting large-scale digital transformation projects by connecting people, processes & technology.

 

Bios  (2)

Diane Magers,

Advisory Director , McorpCX

is founder and CXO of Experience Catalysts and Emeritus Chair of the CXPA (Customer Experience Professionals Association), she has led CX for major brands for over 25 years.
10-1

Graham Clark ,

Vice President, Market Development, McorpCX,

is a multichannel customer experience revolutionary and leader, with more than 20 years in the industry, focused on transformational solutions that deliver measurable outcomes.

“We see a change in direction at Microsoft. And McorpCX helped us with that – they set up the framework, they set the vision of how to do it, they co-created with us, they trained us. We are now able to operate with a much more outside-in, customer-obsessed approach than we could two years ago.”

- Microsoft - Chief Experience Architect, Customer and Partner Experience