07 Mar

Personas and Journey Maps

Personas and Journey Maps

Thursday, March 7, 2019 (12:00 PM) to Thursday, March 7, 2019 (1:00 PM) (Eastern Time)

CRMUG Virtual Event Customer Engagement, Customer Service
Geoff Ables

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Learn how to build customer and user personas, chart journey maps, and improve experiences. 

In this session we will help you to define customer (and CRM user) personas, develop journey maps, identify opportunities to improve the experience, and innovative thinking for tying together your sales, marketing and customer care processes. 

You'll take away a practical approach for developing your own personas and journey maps.

Geoff Ables
Geoff Ables takes the technology jargon out of CRM and speaks to sales managers, customer care leaders, marketers, power users and administrators about the process and people sides of CRM that are so critical to customer relationship management success. As a recent session attendee put it: “This session was one of the reasons why I attended the event, and it didn’t disappoint. The workbook and process steps made it even better.” Bestselling author, international keynote speaker and entrepreneur, Geoff Ables is a thought leader on customer and employee engagement. Geoff’s most recent book, "The LUCK Principle: Business Results at the Intersection of People and Profit," delivers fresh insight and inspiration into creating people-centric digital workplaces. His firm, C5 Insight, has twice been named as an Inc 5000 fastest-growing company