Transformative Experience Journey Management

Diane Magers, CCXP is an internationally renowned speaker, best-selling author, passionate and recognized thought leader, and founder and CEO of Experience Catalysts, an experience management advisory, coaching, and consulting firm. She is a founding member and past CEO of the Customer Experience Professionals Association (CXPA). She holds the designation of CCXP (Certified Customer Experience Professional), an MBA, and an MS in Psychology. As a previous practitioner with over twenty-five years of building and growing differentiation by experience including Sysco Foods and AT&T Business Solutions, Diane's passion is advising and coaching individuals, teams, and leaders to adopt and build the critical capabilities to define, design, and drive impact and measurable value for customers and their brands. She has influenced brands such as VMWare, State Farm, and Invisalign. Diane is a Professor of Practice for the Michigan State University CXM Master's Program and Instructor of Experience Management at Southern Methodist University. She is recognized on multiple “Experience Influencers to Follow” lists including the recent “Women in Power” and recognitions including the CX Academy's CX Fellowship Award and the CXPA Extra Mile Award winner. Stacy Sherman, a professional speaker, author and advisor, and customer experience practitioner, helps businesses significantly increase their income from existing customers, and maximize referrals and staff retention for sustainable growth. She achieves this through her proven Heart & Science™ model, merging 25+ years of CX and Marketing roles at reputable brands like Liveops, Verizon, Schindler Elevator, Wilton Brands, and AT&T, enhanced by an MBA and Customer Journey Management certifications. A recognized leader, Stacy has spoken at hundreds of global events and workshops, consistently earning recognition as a Top 30 Global Guru and a Top 25 CX Thought Leader by ICMI. Her impact is further evidenced by the prestigious W3 award for her Doing CX Right podcast. She continues to empower professionals through educational initiatives, including her LinkedIn Learning course, best-selling co-authored books, and insightful articles in dozens of business publications.

Table of Contents

Overview of Journey Management
The Experience Journey Management Framework
People, Process, Data, And Technology
Data-Driven Insights for Effective Journey Management
Designing Engaging Experience Journeys
Orchestrating Multichannel Experiences
Mapping Touchpoints and Moments of Truth
Cross-Functional Collaboration for Successful Journeys
Technology and Tools for Journey Management
Real-time Monitoring and Adaptive Journey Management
Customer Feedback and Iterative Improvements
Measuring Success in Journey Management
Change Management and Scaling Journey Management
Case Studies in Successful Experience Journey Management
Future Trends in Experience Journey Management
Becoming an Experience Journey Management Disruptor