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As services become more interconnected across channels and devices—and more importantly across time and space—it’s becoming increasingly important to find ways to gain insight about customers’ interactions with your product or service. We’ll focus on the power and peril of the touchpoint—where customers connect with your product or service, and we’ll show how to map the customer journey across touchpoints and channels. We’ll explore how every occasion where your organization touches or connects with a person’s life is appropriate, relevant, meaningful, and endearing.

Learn how to examine the full view of your users’ journey and draw a blueprint of those interactions at this full day workshop. Learn the characteristics of touchpoints so you can define them for your organization.