10:25 am – 11:25 am | Presentation | Room: Grand Oaks H
Digital Customer Journey Mapping
The Age of the Customer is here to stay, and that demands putting powerful technology in the hands of your customers. How do you determine, though, what technology to give them, or what they truly need? How do you attract and maintain brand loyalists? And how do you get deliver to your customer in an agile manner that keeps you ahead of your competition? When do you initially engage the customer, and where does the relationship end? The answers to these questions are found along the complex paths of your digital customers’ journeys. Join Heather Mylan-Mains, CBAP®, CSM® and Colleen Meesey, CBAP® in exploring digital customer journeys and the tools and techniques to succeed in the Age of the Customer.
- Understand a digital customer journey map
- Define the stops along the digital customer's journey
- Learn visual techniques to ensure shared understanding
- Describe how the concepts apply in the real world
Colleen Meesey, CBAP
Colleen Meesey, CBAP joined the IIBA® as a Product Manager in June 2017. Prior to the IIBA® she served as a Business Solutions Analyst at Walmart in Bentonville, Arkansas, where she supported business analysis practices in the Retail Services, Customer Experience and Marketing areas and provided strategic services for Business Analysis Shared Services and the Global Community of Practice. Colleen began her technology business analysis career in 1998 as a transition from supervisory management to information technology.
Colleen's main passion is helping others succeed, whether it's in their daily work or in their broader careers. She has a Bachelor of Science in Business Administration, and achieved the Certified Business Analysis Professional (CBAP) designation from the International Institute for Business Analysis (IIBA®) in 2012.