This workshop will explore how transformation leaders can understand their customers more effectively by mapping customer journeys in order to drive improvements in CX and customer satisfaction:

• Identify the most impactful customer centric process
• improvements in your organization through Value Stream Mapping
• Map current vs. ideal value streams to identify improvements
• Develop a comprehensive plan to make your customer journey
• smoother

Getting the buy-in from the C-Suite and ultimate budget holders can often be troublesome and put the brakes on an exciting transformation plan. Conveying the true ROI of a transformation can be a difficult conundrum – one that this panel is designed to unravel by asking:

• How do you quantify the quantifiable more effectively?

• How do you measure the intangible benefits of transformation?

• Where do you even start looking for the many high potential but intangible benefits to add to this ROI calculation?

• Once all of the tangible and intangibles have been gathered, how do you assemble and deliver the business case for a transformation

initiative to give yourself the best chance of success?