Conversations with Masters:
How to Better Understand Your Customers™
Watch John Robert Whitaker, Former Fortune 500, Vice President of Consumer Insights and Analysis, discuss:
- How he leverages customer journey mapping and research to identify key touch-points that optimize customer experiences and drive business growth
- Why it’s so important to test and validate internal hypothesis around the customer’s needs and expectations, especially before making key business changes
- The benefits of mapping employee experiences in parallel with customer experiences
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