Convergent research techniques in customer journey mapping

  • Getting a relatively new insights team to deliver a holistic understanding of the customer experience (fast!) using hybrid user and market research techniques
  • Training and empowering stakeholders to conduct paired interviews with participants immediately after workshops
  • Bringing together knowledge from other insight generating functions (data analytics, reactive community feedback) using workshop techniques
  • Results: increasing business focus on customer experience

Location: Main Room Date: February 19, 2020 Time: 2:05 pm - 2:35 pm