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Get Started with Journey Mapping

When you truly understand your customers and employees - and their journey with your organisation - you’re on the way to improving their experience.

In this session, we’ll cover the basics of journey mapping, plus customer and employee personas. You’ll leave with a good grounding in the topics and have the tools you need to build a full set of personas and journeys in your organisation.

Watch this session to learn how to:

  • Design a customer or employee persona yourself

  • Build a journey map tailor-made for your organisation

  • Identify the moments that matter most for your customers and employees

Watch Now

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Picture of Léonie Brown

Léonie Brown

Senior XM Scientist, Qualtrics

Léonie Brown is an XM Scientist at Qualtrics, specialising in CX, research methodologies, and modernising the contact centre. She's worked with 100s of brands to design, implement and optimise their CX programmes, using her vast amounts of experience to help brands turn happy customers into higher revenue and lower churn.

Picture of Jake Outram

Jake Outram

Senior XM Scientist, Qualtrics

Jake Outram is a Senior XM Scientist based in London, with over 15 years’ experience in employee experience. Jake works with customers around Europe to design modern employee listening programs, applying the right Qualtrics solutions to help them solve their people and business challenges.

More than 18,000 brands and 99 of the top 100 business schools use Qualtrics