Customer experience is redefining the new competitive battleground. Organisations that fail to effectively optimise their operations around their customers are doomed to fail. Customer Journey Maps are a key tool in enabling the capturing and visualising of how and why our customers behave the way they do. However, to date customer journey maps have been a trade-off between free form engaging visuals or tool centric but less meaningful images.
We introduce the next generation of customer journey mapping, one that eliminates the trade-off and delivers great visuals while connecting them to the underlying operations that deliver them.
Specifically this webinar covers:
- Why customer journey maps are the core of your improvement or transformation initiative
- What makes a good customer journey map, and how to leverage them
- How you can create customer journey maps that engage your whole organisation
- The value of connecting processes and decisions with your customer journeys
- Live demonstration of customer journey mapping in Signavio Process Manager
At a Glance:
Topic: Introducing Next Generation Customer Journey Mapping by Signavio (for the Americas)
Time: Wednesday, November 8, 2017 at 2:00 p.m. EST / 11:00 a.m. PST
Duration: 60 min. incl. Q&A
Presenters: Mark McGregor, author and BPM industry expert & Christos Natsidis, Pre-Sales Consultant and Trainer at Signavio
Where: LIVE online
You will receive the link to join the webinar and all other details by email. Can’t make the live broadcast? Simply sign up anyway and you will be sent the recording to watch at your convenience.
Any questions? We are happy to help, contact us at:
About the Speakers:
Mark McGregor is a former Research Director at leading IT industry analysis firm Gartner, Mark has an extensive background in enterprise architecture, business process management and change management, having held executive positions with a number of technology companies.
Mark has authored or co-authored four books on business and process management, including “Thrive! How to Succeed in the Age of the Customer” and “In Search of BPM Excellence” and “People Centric Process Management”. Widely respected for his knowledge and views on business change, he is the creator of “Next Practice” and has variously been described as a “BPM Guru”, a “Thought Leader” and a “Master of Mindset”.
As a consultant at Signavio, Christos Natsidis is actively involved in helping clients realise and deliver the practical benefits associated with Process and decision management. Prior to Signavio Christos worked with a number of end user organisations, becoming an expert at implementing process tooling to maximum effect. Christos is passionate about modeling, but believes people need to be more focused on value than models.