Customer Journey Mapping for Associations & Non-Profits

Presenters: Tracy.Allyn

Session Recording:

A customer journey map can serve as the underlying structure of your customer experience strategy, offering a clear view of customer interactions as they navigate throughout your organization. 

The key to developing an accurate map of those interactions, and therefore a single view of your customers’ experiences, is not only obtaining the customer’s perspective of that journey, but building it using input from the various departments across your company that affect the customer experience.

Key learning points:

  1. Mapping the customer journey to better understand human & digital touch points 
  2. Aligning actions, processes & resources to make each interaction exceptional 
  3. Empowering your customer-facing employees to deliver a great customer experience with every interaction 

Join Melissa Woodson, Information Architect & Content Strategist to learn techniques you can use to develop a customer journey map that is built on cross-functional collaboration, sharing and communication, and continued refinement that will help you transform your business to one that works from the customer’s point of view.

Experience Level
Schedule Info
Conference Year
Date / Time
Balcony B
Session Track
Design, UX, and Accessibility