Agenda:

• 6:00 - 6:30 pm: Networking with other NWA business analysis practitioners
• 6:30 - 6:35 pm: Opening Remarks
• 6:35 - 7:30 pm: “Digital Customer Journey Mapping” Presented by Colleen Meesey and Heather Mylan-Mains

 
Synopsis:
Synopsis:
Digital Fluency
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.
Learning Objectives:
• 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