Improving customer experience through customer journey mapping

Hosted On: Thursday, August 24, 2017

About the webinar

Did you know? Customer journey mapping drives improvements that yield the greatest financial return.


In this webinar video, we discussed about the key element widely used in successful CX programs: customer journey mapping. Along with David Hicks, CEO of TribeCX, we defined customer journey mapping and discussed 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


Vivek Bhaskaran
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Vivek Bhaskaran
CEO QuestionPro
Vivek Bhaskaran is the CEO of QuestionPro, one of the industry's leading providers of web-based research technologies. In 2008, the company made Inc. magazine's list of the fastest-growing private companies, ranking 172nd overall and 25th among business-service providers.
David Hicks
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David Hicks
CEO TribeCX
David Hicks began his Customer Experience expertise leading the largest international CX consulting business for 12 years, taking it from a start-up to a global player with a Fortune 500 client base. He has worked internationally with over 300 organizations across all industries including telecommunications, finance, retail, publishing and technology. David's experience makes makes him the ideal practitioner and leader in Customer Experience.