Why understanding the customer journey is important

Note

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Overview

Customers have many interactions with your organization. Some interactions go well, but others don’t and that impacts the overall customer experience. Learn why understanding the customer journey is essential for better business.

Instructor

Moira Dorsey
XM Catalyst, Qualtrics

Moira Dorsey is an XM Catalyst at the Qualtrics XM Institute. During her 20 years as an experience management researcher, advisor, and speaker, Moira has coached leaders on how to find the sweet spot where customer needs, employee experience, business goals, and operations combine to produce great experiences that drive growth.

Resources