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Workshop: How to Build and Apply Customer Journey Maps in Customer Service
Wednesday, November 04, 2026 / 01:45 PM - 03:15 PM MST
About the Session
Stop thinking about your customers; start thinking "like" your customers. A customer journey map helps service leaders identify what customers are doing, expecting, thinking and feeling, and with which touchpoints they interact at each step of an experience. In this learning-by-doing workshop, participants will build a customer journey map, identify journey shortcomings and generate improvements.