Mapping the Customer Journey

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Mapping the Customer Journey

Thursday, June 09, 2022
ED26
Education Session
CTS: 1
CTS-D: 0
CTS-I: 0
W311-W313
Design and Integration
Too often customers complain to their integrator partners at project close that they failed to deliver on what was intended, even if the agreed scope of work was followed. This problem can be mitigated by learning how to document the complete customer journey from their point-of-view. Knowing how and why the end user will use their spaces–and who the true end-user is–can better inform the final experience and technology choices. This session covers how to engage internal and external end-users to better understand how our engagement impacts the final customer experience. The panelists will walk through the end-to-end customer journey, focusing on areas of concern that can have a direct impact on customer satisfaction.
Speakers
Joe Way, CTS, PhD, Director of Learning Environments - University of Southern California
Lex Peters, UX/CX Designer - University Southern California
Jimmie Singleton, CTS, Higher Education AV Field Solution Architect - CDW
Erin Maher-Moran, CTS, Multimedia Systems Manager - Johns Hopkins University
Mark Coxon, CTS-I, CTS-D, Dir, Bus Dev - AVI-SPL

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exertis | ALMO