Customer Journey Mapping

In an always accessible world, customer experience is the only way to win. Today’s best companies differentiate by understanding their customer journey, and delivering seamless, authentic experiences across every touchpoint in that journey. But where does that process begin?

In this session, Allison Yarborough (Senior Product Marketing Manager at Lilt) will walk through a beginner’s guide to customer journey mapping, an exercise designed to help companies understand, capture, and visualize the touchpoints that together deliver a comprehensive customer experience. Key highlights will include customer research and segmentation, touchpoint analysis, and more.