Customer Experience Mapping for Business Leaders

Presented by Highland Solutions

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Customer Experience Mapping is a key practice for businesses to be able to truly understand what customers care about and how they make them feel. The insights gained from this activity are critical to enable your organization to deliver exceptional in-person and digital experiences and succeed in the age of the customer.

Learn how these collaborative, creative activities can produce valuable Customer Experience Maps that will fuel your team’s insight and innovation.

You’ll Learn:

  • How leading companies use customer experience as a critical competitive advantage
  • The building blocks of Customer Experience Mapping activities
  • How to introduce Customer Experience Mapping to your own organization

Details

Keep Indianapolis Beautiful
1029 E. Fletcher Ave.
Suite 100
Indianapolis, IN 46203

Friday, August 17, 2018

Agenda

11:00am – 1:00pm

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Presenter

Highland Solutions is a customer experience firm with fierce commitment to keeping people at the center of our work. We use our skills in CX strategy, custom software development, and CRM implementation to help innovative leaders understand their customers and take smart risks. We love working with customer-centric and mission-driven organizations who want to adopt the principles of more disruptive businesses to take their impact to the next level.

Charissa Morgan, CX Consultant

Charissa Morgan is a Customer Experience (CX) Consultant at Highland, partnering with clients to identify their most important problems and solve them through the lens of their customers’ experiences. When working with teams, she loves the “a-ha” moments where clarity is achieved, connection is cultivated, and creative strategy aligns with the needs of the client and their customers.

Charissa’s passion for human-centric experience design is fueled by her psychology background and years of experience in nonprofit leadership and business consulting. Outside of work, Charissa can get excited about fresh food markets, road biking, discovering new artists, traveling global, and thinking local.

David Whited, CX Practice Lead

David began formalizing his passion for experience design in a university setting where he led multiple teams of creatives and academics in the development of powerful institution-wide learning encounters for college and graduate students. While working at the university, David learned the hardest, most interesting and most valuable perspective to gain is the experience of the user or the customer and he began to cultivate the research skills necessary to learn what he needed to learn to solve the problems he needed to solve.

After ten years in a higher education setting, David transferred his creative energy, classroom facilitation skills and team development expertise into the world of product development at Highland. As a Scrum Master and Agile Coach, David helped Highland make the shift from software development to product development by incorporating best practices from the worlds of Product Design, Lean Startup Practices, and Business Design into our engagements with clients. Today, David helps Highland’s clients figure out the most important problems to solve through gaining an outside-in view of their customers’ experiences.

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INFLUENCER

$250

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CATALYST

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DISRUPTOR

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CHAMPION

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