Rebecca Sanghera

Simon Fraser, VP of Customer Experience Strategy, InMoment EMEA

Derek Eccleston, Director Expert Insights, - InMoment EMEA

The foundation stone of every great CX programme is a comprehensive journey map which documents every touch the customer has with the brand, the desired outcome and emotional context. Today, journey maps need a combination of both EX and CX, thus, in this session, discover examples from leading brands across various verticals on how they’re leveraging and bringing all data sources together for a single customer view. In this session, discover the connection between “smooth” customer journeys and business revenue:

• Leveraging and measuring customers’ perceptions of multiple brands that influence the interactions with your brand
• Creating a holistic view by incorporating all types of customer data that lead to increased business results
• Leveraging employee experience data in your customer journey mapping