Key Concepts
- Internal/external customer interaction
- Customer experience
- CI tools
Who should attend
CI problem solvers, project managers, operations, marketing
Description
If a map was made to show the entirety of how internal and external customers interact with your organization and its products/services, what would it show?
Customer Journey Maps are powerful tools that provide a high-level visual story of how customers interact with your business. Organizations utilize customer journey maps to see their business from the customer perspective, identifying touchpoints, and ultimately, improve the customer experience.
Register today and learn how to utilize customer journey maps to make your customer’s experience better.
Presented by Tom Groth
Tom has more than 30 years of experience in continuous improvement, project management, new product development, and training. He is leading Optima’s continuous improvement alliance in Southern Wisconsin facilitating member tours, best practice sharing, and education. Tom is a master facilitator striving to solve problems through balanced participation of cross-functional teams. He has led successful continuous improvement programs in multiple industries including life sciences, drug development, insurance, personal care research & development, and public utility.
