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Influencer: Melinda Gonzalez

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Customer Journey Mapping is emerging as a key tool for managing customer experience programs.

Want to understand your customer interactions? Make better product, UX, and customer decisions? Ensure that when it comes to your customers, you aren't missing a single beat? First thing's first, you need to understand your way around the Customer Journey Map (CJM).  

Join CX influencer Melinda Gonzalez as she walks you through an interactive session on Customer Journey Mapping— moving you from benefits through mastery.

From Journey Maps to Action: Where the Rubber Meets the Road

  • The benefits of Customer Journey Mapping
  • What a Customer Journey Map is— and what it is not
  • When you would use Customer Journey Maps
  • The recipe and ingredients that make up a useful and informative journey map
  • The journey map deconstructed-- overlaying KPIs and metrics onto the journey
  • How to operationalize within the platform and how the business needs to take action daily, weekly, or quarterly through a CX governance body.

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Melinda Gonzalez

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Melinda is the CEO of MGCX Advisors, a Customer Experience consulting firm that specializes in Customer Journey Mapping, Customer Success Management, and Voice of Customer. With nearly 20 years of experience in the technology industry, and a decade at Salesforce as an early member of the Customer Success team, Melinda was part of a pioneering collective that defined Customer Success Management practices for the B2B SaaS industry. Melinda is a contributing author to the SaaS Startup Founders Guide. She is also Certified Customer Experience Professional (CCXP) and a founding member of the San Francisco Customer Experience Professionals Association (CXPA).

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