Conversations with Masters:
How to Better Understand Your Customers™
See how Brian Cobb, Chief Innovation Officer, Cincinnati/Northern Kentucky International Airport (CVG):
- Drove organizational change by focusing on removing key pain-points that were present in the different customer journey stages
- Leveraged customer journey mapping to help different departments better understand consumer behaviors and their underlying unmet needs
- Improved customer experiences with innovative changes that he researched and tested rigorously for impact
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