Qualitative options with online communities

Hosted on: Wednesday, August 23, 2017

About the webinar

Did you know, customer journey mapping drives improvements that yield the greatest financial return.

In this webinar "Introduction to Customer Experience Management", we discussed the second key element widely used in successful CX programs: customer journey mapping. Join us along with David Hicks, CEO of TribeCX, as we define customer journey mapping and discuss why it is critical to improving your customer experience. 

In this webinar we discussed:

How to chart each step of your customer experience

How to highlight your moments of truth

Customer mapping best practices

About the speakers

Ray Poynter
Ray Poynter
Founder, The Future Place and NewMR
Ray is the author of The Handbook of Online and Social Media Research, The Handbook of Mobile Market Research, editor of ESOMAR’s book Answers to Contemporary Market Research Questions, a course author for the University of Georgia’s Principles of Marketing Research online course, and the founder of Ray has spent the last 35 years at the interface of research, technology and insight and is in wide demand as a consultant, trainer, workshop leader and keynote speaker.
Dan Fleetwood
Dan Fleetwood
President, QuestionPro Communities
Dan has over 15 years of market research experience and is passionate about the role that software plays in helping businesses. Dan believes that software can help companies get better feedback, uncover actionable insights, and ultimately develop better products and services. Dan is currently the President of QuestionPro Communities. Prior to that, Dan worked with Survey Analytics and Pacific Market Research.