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Customer Journey Mapping: Where UX and Marketing Meet

Customer journey mapping is an invaluable tool for user experience designers and marketers. It helps them better understand user behaviour and how they interact with us. In this presentation, Paul Boag will show you the importance of mapping. But most of all, he will provide you with a practical and pragmatic approach to creating them.

About The Session

  • Speaking: Paul Boag
  • Date:

Customer Journey Mapping: Where UX And Marketing Meet

Whether you are a Marketer looking to generate more leads or a User Experience Professional seeking to delight users we all need to understand our customers better. There are many tools from personas to story cards to make that happen, but customer journey mapping offers a unique opportunity. It offers a chance to bring together both marketers and user experience professionals together to build a complete picture of the user and their goals. A picture that will help both disciplines do their job better.

In this webinar, User Experience Strategist Paul Boag, will introduce you to customer journey mapping and show you its potential. By the end of the session you will:

  • Be able to make a compelling case for your organisation to undertake customer journey mapping.
  • Be ready to do the research required to start mapping the experience.
  • Be confident in how to run a customer journey mapping workshop.
  • Have a clear idea of how to visualise the customer journey following a workshop.

About The Speaker

Paul Boag has been working on the Web since 1993. He is a user experience strategist who helps companies make use of digital to better serve connected consumers and is a leader in digital strategy with over 20 years experience. Through consultancy, speaking, writing, training and mentoring he passionately promotes digital best practice. He is a regular speaker at conferences and author of four books including Digital Adaptation, as well as User Experience Revolution.
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