2020 Programme

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Journey Map Operations TM – A customer centric management tool for organisations

15 Sep 2020
Theatre 7 - Customer + User Experience

Journey Map Operations allows you to set up a management structure to coordinate customer experience across organisational silos. It helps to operationalise your journey maps and create a multi-level structure, starting from high-level maps (customer lifecycle) that connect to multiple sub-level maps. The latter include personas and deal with specific journeys / challenges, whereas the high-level ones sum up KPIs, projects, what if scenarios.

3 key delegate takeaways from session:

  • How to coordinate customer journey maps across teams
  • How to connect planned and ongoing projects with journey maps
  • How this helps to embed and scale service design within an organisation
Michael Steingress, Head of Partnerships & Sales - More than Metrics