CXN Live: Customer Journey Management 2022 | IQPC | 4 April 2022 | Online

Businesses that adopt Customer Journey Management significantly outperform those that don’t, with 10 – 20% more revenue and cost reductions of 15 – 25%. The importance of customer journey management is only set to increase given the speed at which customer buying behaviors continue to evolve.

However, for the majority of businesses, there is no clear view of the customer journey across multiple channels, customer data is still fragmented across different departments and CX teams lack stakeholder engagement for addressing the entire end to end customer journey.

With that in mind, CXN Live: Customer Journey Management 2022 will be focused on:
• Journey mapping: effectively visualizing existing and future state customer journeys to identify key touch points and causes of friction
• Journey analytics: utilizing customer data to measure and monitor the mid journey touch points that predict journey success
• Journey investment – prioritizing underperforming journeys for additional focus and investment
• Journey orchestration: leveraging journey analytics to design personalized journeys that enhance emotion
• Journey optimization: leveraging AI and automation to optimize journeys in real time
• CX ROI – linking customer journey management to the bottom line

Who you will meet
CX Network Live has been designed for Heads / Directors / General Managers of:
• Customer Experience
• Digital Transformation
• Digital
• Mobile Strategy
• Customer Feedback
• UX / UI
• User Experience
• Omnichannel

2022 Speakers

Deepkumar Varma
Senior Product Manager - Tech, Customer Journey, Amazon

Dan Ramirez
Head of Business Excellence, Insular Life Assurance

Muss Haq
Strategic Customer Insight Manager, TSB Bank

Ashley Lickenbrock
CX Strategy Lead, Strategic Partners, Bayer Crop Science Division

Joshua Davidson
Executive Director of Product for Digital Engagement Solutions, CSG

2022 Sponsor

• CSG