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Customer Journey Mapping as a Unifier: Presentation Now Available

The September 14, 2021 presentation, "Customer Journey Mapping as a Unifier Across Silos" is now available for Phase 5 clients and subscribers to download. This case study presentation was delivered by Phase 5 Partner Andreas Noe and Phase 5 client Tanya Fowler (Head of Customer Experience at FCT) at the Insights Association X Event (a forum which brought UX, CX & Insights professionals together with content and conversations to foster development of a unified voice of the customer). 

Further to their CRIC webinar from September 7th, Andreas and Tanya used this presentation to dive deeper into the "Aha Moments" and Lessons Learned during the journey mapping process, which ultimately led FCT to the customer's "Victory Circle". Tanya shared how a cross-functional team came together to generate over 30 potential actions to make FCT more customer-centric, and how they successfully filtered those to agree on a plan.

Some highlights of what you can expect to learn include:

  1. How what we knew, what we imagined and what we learned were all different, and how those insights informed our actions.
  2. How to engage a cross-functional team in problem solving based on the info above.
  3. How to assess and prioritize a multitude of creative ideas in order to choose the most impactful solution.

Download the webinar presentation today!

Written by Stephan Sigaud

Stephan Sigaud, MBA, is Phase 5’s EVP of Marketing. Stephan is passionate about partnering with clients to address their challenges and opportunities around customer centricity. With more than 25 years’ experience in Market Research and Customer Loyalty and Experience, Stephan has been volunteering with both the Customer Experience Professionals Association (as past Chair of the CXPA Toronto Network) and the Canadian Marketing Association's (as member of the Leaders Network and past co-Chair of the CMA CX Council).