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Lisa is a customer experience thought leader with more than 20 years of experience working in global organizations, with an emphasis on the high-tech software, hardware and telecommunications sectors. She leads the Customer Engagement Strategies research and advisory service that helps clients formalize and extend their support for post-sale customer experience as well as define and build a customer engagement function in their organization.

Customer Journey Mapping Technologies
  • Mapping the customer journey is a foundational capability to improving customer experience
  • New tools and technologies are available to help customer engagement practitioners map the customer journey for better organizational alignment
  • Consideration of customer roles continues to be key in the retain/actualize stage

November 22, 2016