On September 14th, Phase 5 Partner Andreas Noe and Phase 5 client Tanya Fowler (Head of Customer Experience at FCT) will virtually present "Customer Journey Mapping as a Unifier Across Silos" at the Insights Association's X Event. This online forum will bring UX, CX & Insights professionals together with content and conversations to foster development of a unified voice of the customer.
The Phase 5 & FCT case study presentation will illustrate how Customer Journey Mapping was used to break down the silos at FCT and create a shared understanding of experiences for the customer. Furthermore, Andreas and Tanya will explain how to do this in a scalable way thanks to a "train-the-trainer" approach so that teams can continue to collaborate across the organization.
Registered attendees can expect to learn:
- Useful tips and tools for engaging internal stakeholders across many functions and lines of business in order to work collaboratively to solve customer problems.
- Do's and don'ts for using technology and tools when in-person meetings are not possible.
- Methods for instilling confidence in internal stakeholders and trainers so that they will not only take the customer centricity baton, but run with it once the consultants conclude their engagement.
Register now for this unique industry event and hear from innovators at Prudential, Roku, and Microsoft, as well as Phase 5, about how to best optimize work that intersects the rapidly evolving disciplines of CX, UX, and Insights.
More about our speakers:
Andreas Noe is a founding partner of Phase 5 and the leader of the firm's Customer Experience and Market Insights teams. He has developed particular expertise in CX strategy, metrics and performance measurement, Voice of the Customer and Customer Experience studies. Andreas brings world-class research methods and first-hand insight into understanding and managing customer outcomes. He has led several professional associations as board member and president and is a former marketing lecturer at the University of Ottawa.
Tanya Fowler leads the research department at FCT. As one of FCT's original employees, Tanya's career trajectory has included roles in customer support, operations, sales enablement and marketing with a primary focus - placing the customer in the center of all business decisions. Tanya is a Certified Customer Experience Professional who leads CX strategy with a priority on driving a customer-centric culture and championing the voice of FCT's customers to cultivate, motivate and implement change to support the delivery of industry-leading experiences. She has co-created and facilitated enterprise-wide customer-centricity training programs to connect every role in the organization to their direct impact and influence on the customer's experience.