The Virtual Summit

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Keynote: The Devil is in the Details and the Doing: Beyond the Basic Journey Map

Monday Apr 1, 12:00 PM – 1:00 PM EDT — LISTEN TO RECORDING

Customer journey management is the discipline of understanding, planning, implementing, and optimizing a portfolio of projects to generate business value through improvements that are most impactful to the emotions and needs of your customers and employees. 

Discover how to define continuous, holistic management of the customer’s journey and embed the design discipline into the organization. We will explore how micro moments, personalization, customer intelligence (data and feedback) and business value are woven into mapping and managing the customer journey. 

We will discover: 

  • How to define journey management as a strategic transformation tool 
  • Changing the mindset of discovering and designing new experiences 
  • Using different lenses to explore the customer or employee journey 
  • How to extract financial value impacts from your mapping activities to support your ROI for change 

This change of mind-set and actions by moving from simple journey mapping to journey management can lead to maximizing the benefits of several of the core customer experience competencies – understanding, gaining insights, driving change and measuring the impact of the experience.


Diane Magers, CCXP, Customer Experience Catalysts


Diane Magers, CCXP, Customer Experience Catalysts

With over 25 years of Customer Experience leadership with brands like AT&T and Sysco, Diane has led transformations to embed customer and employee engagement with definable business benefit. She is currently CEO for the Customer Experience Professionals Association, and founder of Customer Experience Catalysts, a customer experience excellence consultancy. She holds an MS in Psychology and an MBA. She is a Certified Customer Experience Professional (CCXP), a CXPA CX Expert, and NPS, Voice of Customer and Customer Experience Management certified.