SEM10A-Understanding Your Customers' Experience: Journey Mapping and Data Collection (separate registration is required)

The customer's experience is their physical and emotional perception of interactions with your services, people, processes, and communication channels. In this seminar, we will start to map and understand your customers' journey through and experience with your organization, while providing proven data-collection strategies to measure and optimize the overall customer experience.

Outcomes: Begin to map the customer journey for your IT organization * Understand the difference between customer satisfaction and customer experience * Identify appropriate data-collection options for answering research questions or measuring progress toward organizational goals