Given that the modern consumer ecosystem is so complex, finding ways to organize and optimize the customer experience can be difficult. There are countless ways customers can interact with a brand, whether that be through email, mobile apps, SMS messages, in-person experiences, and many more. The amount of options for consumers to utilize and for companies to track can be overwhelming. Due to how complicated customer experiences are today, diligent use and maintenance of customer journey maps are a necessity.
To help outline best practices for customer journey mapping, Kevin Nichols is joined by his good friend, Steven Keith of CX Pilots. Steven and Kevin share their experiences of clients ignoring journey maps and the benefits when those maps are given proper attention. They also go over the process of creating a customer journey map, its components, and how to get all the relevant and necessary corporate teams involved. Steven and Kevin provide an updated view on how customer journey mapping is important in 2024 and how AI is evolving traditional processes.
Steven Keith is an internationally recognized expert and keynote speaker for customer experience in professional services firms. Steven works with companies in the Fortune 10 as well as the Fortune 10,000 by helping them transform their strategies and operations to become more systematically empathetic to their internal and external customers.
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