Jump into the world of actionable customer journeys
Customer Journey Mapping and Service Design analysis, as practiced today, can be a valuable exercise, but has one major failing: the journey maps produced typically end up as static reference documents.
In this session, we will present the concept of an Actionable Customer Journey Map, and how these are then used to dynamically guide and shape customer interactions throughout a customer journey. Journeys designed and implemented are dynamic and able to flow, and, importantly, are measureable. They enable marketing and CX professionals to meet the challenge of engaging with their customers with more personal, contextually relevant and unified experiences across an ever-increasing range of touch-points.
This approach makes it possible for organizations to manage experiences across every touch-point throughout the customer journey, enabling business users to design and manage outside-in customer experiences to build successful customer engagement.
About the speakers
Tom Cannon, VP – Product Management, Thunderhead.com
Tom has been working at the intersection of technology, UX and marketing for over 14 years. Early in his career he helped launch some of the UK's earliest and most innovative internet, TV and mobile banking services, including partnerships with Yahoo, Sky and the BBC.
He has held a wide range of global and domestic roles at HSBC, including leading the UK bank's next generation banking programme, Head of Digital at HSBC Canada and Global Digital Lead, where he was focused on web, mobile and social strategy for the HSBC Group.
He left the bank in 2011 to join Thunderhead.com, a leader in cloud based customer experience management, where, as VP of Product for their Customer Engagement Platform, ONE, he is able to fully indulge his healthy obsession with using data to improve customer experience and build relationships through digital touchpoints.
He lives in Dorset with his wife, 2 kids and 2 cats and is based at Thunderhead.com’s Soho customer experience centre.
