On April 17, 2024, Phase 5 Partner Steve Hansen was invited to speak at the IIEX.NA conference in Austin, Texas. His presentation, An Innovative Approach to CX Innovation is available to download now.
Customer journey mapping (CJM) has long been used – and with great success! – in CX innovation. But when there is a disruption within the decision-making class, it can miss important opportunities. In this presentation, Steve describes how Jobs To Be Done (JTBD) can be melded with the CJM framework to give a stronger understanding of an ecosystem as it goes through a decision-maker disruption.
Key takeaways include:
- How & when to combine the JTBD framework with journey mapping
- Theoretical and practical knowledge of this framework
- Hands-on, how-to demonstration of how best to use it
Don't miss your opportunity to catch up on Steve's latest thinking, and a chance for a fresh perspective on the way your organization tackles innovation. Download his latest presentation, An Innovative Approach to CX Innovation today!
About IIEX.NA:
Produced by leading market research directory Greenbook, the Insights Innovation Exchange offered an opportunity to plunge into groundbreaking sessions, roundtables, and immersive experiences, exploring the latest technologies, methodologies, and emerging trends set to shape the future of the insights industry. Event themes for 2024 included Revolutionary Market Research Technology, and Future-Defining Insight Innovations.
About the Speaker:
Speaker Steve Hansen is the Head of Phase 5's Data Analytics practice, Head of Phase 5's US Operations, and a research industry leader with deep insights expertise including AI applications for market research, and Jobs To Be Done as an approach to innovation. He is gifted at bringing data to life for specific business verticals, outlining strategic implications and offering action-oriented guidance. His professional background includes: Lecturer in Innovation in the Peking University Guanghua MBA program, Director of Research at Thomson Reuters, and technology product management roles. Steve is regularly invited to speak at industry events on customer centricity and innovation.
