Smart Connections and Connected Business Expo logo

18 & 19 MARCH 2020

ExCeL LONDON

Michael Steingress: Speaking at the Smart Communication + Connected Business Expo

Michael Steingress

Head of Partnerships & Sales  -  More than Metrics

Journey Map Operations TM – A customer centric management tool for organisations

Journey Map Operations allows you to set up a management structure to coordinate customer experience across organisational silos. It helps to operationalise your journey maps and create a multi-level structure, starting from high-level maps (customer lifecycle) that connect to multiple sub-level maps. The latter include personas and deal with specific journeys / challenges, whereas the high-level ones sum up KPIs, projects, what if scenarios.


3 key delegate takeaways from session:

- how to coordinate customer journey maps across teams
- how to connect planned and ongoing projects with journey maps
- how this helps to embed and scale service design within an organisation



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