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with Annette Franz & Vinod Muthukrishnan

Journey mapping is a tool and a process. You’ve got to create the tool and embrace the process. You’ve got to adhere to the process in order to drive change. Unfortunately, most people don’t get the tool right, much less follow the process that wraps around it. If you want to learn how to go from maps to outcomes, then you won’t want to miss this fireside chat!

So, You Think You're Journey Mapping? 
I've got news for you.

  • The six steps to go from maps to outcomes
  • The critical components of the mapping process you need in order to drive change
  • How to implement the findings of your journey maps

Watch this fireside chat and learn:

Annette Franz 

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Annette Franz is founder and Chief Experience Officer of CX Journey Inc. She's got 25 years of experience in both helping companies understand their employees and customers and identifying what drives retention, satisfaction, engagement, and the overall experience - so that, together, you can design a better experience for all constituents. She has worked with both B2B and B2C brands in a multitude of industries.

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience.

She co-hosts the weekly #CXChat on Twitter, serves as Vice Chair on the Board of Directors of the Customer Experience Professionals Association (CXPA), mentors other professionals in this field to help them advance their careers, and is a speaker and an avid writer; you can find her work not only on her own blog but also in Forbes, Business2Community, CustomerThink, Quality Digest, APICS Magazine, and more. She is a Certified Customer Experience Professional (CCXP).

She is also an official member of the Forbes Coaches Council, an invitation-only community for successful business and career coaches. Members are selected based on their depth and diversity of experience.

And, finally, she is an Advisory Board Member for CX@Rutgers.

Connect: www.cx-journey.com | @annettefranz | @cxjourney | LinkedInFacebook

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a fireside chat 

Vinod is the CEO of CloudCherry, helping businesses measure and deliver customer delight. He previously spent seven years at sea as a First Officer before running Global Sales at Market Simplified. Based in Salt Lake City, Vinod enjoys cricket and expanding his library of leadership and P.G. Wodehouse books.

Vinod Muthukrishnan

a fireside chat