Coffee & Content: Why We Bother To Map The Customer Journey

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Presented by

Noz Urbina, Patrick Bosek, and Scott Abel

About this talk

Customer Journey Maps (CJMs) are recognized across industries as key components to improving customer experience or the content that supports it. Why? Especially in times of crisis, understanding the priorities and pain points of your audience is essential. Maybe you want to be more customer-centric; to increase relevance or personalize content; to cut out content that's not driving improvements to customer experience; or to simply optimize your processes and team interactions. Ok, great. But what do you actually change? What do you focus on this week, month or year? CJMs help align strategy to zero in on what will deliver the greatest ROI in your unique brand situation. Join us for the next episode of Coffee & Content with omnichannel content strategist, Noz Urbina. We'll tease out how to best build content strategies and experiences. Attend this session to learn the benefits and the key concepts to making your CJMs better than the rest. Coffee & Content is brought to you by The Content Wrangler and Heretto.

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