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Get started with journey mapping and personas to build better experiences

When you truly understand your customers and employees, you’re on the way to improving their experience. Using journey mapping and personas, you can build a detailed picture of what really matters to them.

In this session, we’ll cover the basics of journey mapping, plus customer and employee personas. We’ll also show you how to get the most from our experience management platform with a deep-dive demo.

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

  • Build a journey map tailor-made for your organisation

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

  • Use our platform to facilitate your journey mapping and persona building

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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.

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Andrew White

Principal Solution Engineer

Andrew White is a senior principal solution engineer at Qualtrics. Andrew is an expert at showing how Qualtrics will help customers be more successful in achieving their business goals around XM.

More than 13,000 brands and 99 of the top 100 business schools use Qualtrics