Understanding and mapping the customer journey are integral parts of the Customer Experience (CX) playbook. But how can you apply Customer Success learnings to the process?
Watch as Dan Steinman, GM of Gainsight EMEA, and Sue Nabeth Moore, Founder of Success Track Enterprise, discuss the role of engagement models in the process of mapping the customer journey.
The goal of journey mapping is no longer to simply improve a certain aspect of the customer’s experience, but to closely monitor and actively manage every aspect of their journey. Dan and Sue will give specific examples of how to map out behaviour-driven and date-driven events in the customer lifecycle, and the impact customer segmentation has on the process.