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Pre-conference Workshops: Wednesday, March 22 & Thursday, March 23, 2017
Main Conference: Friday, March 24 - Sunday, March 26, 2017 
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Thursday, March 23 • 8:30am - 12:30pm
Mapping Experiences: From Insight to Action ($350)

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NOTE: This workshop has a FEE of $350. To attend, you must register for the workshop. You can do this when you register for the conference or at a later date.

Workshop Description:
Products and services are increasingly interconnected. Ecosystems are the new competitive advantage. The winners will be determined by how well their offerings fit with each other and how well they fit into people’s lives.

The use of systematic, visual representations exposes previously unseen opportunities for improvement and for growth. You’ve may have encountered some of the various approaches already in use – customer journey maps, service blueprints, experience maps, and more.

This workshop introduces the concept of “alignment diagrams,” a category of diagram that includes a range of visual tools to inform strategy. You’ll learn fundamental principles of mapping and have the chance to apply them in hands-on exercises.

• Distinguish between different diagram types and select the most appropriate ones
• Understand how to visualize customer insight effectively
• Lead conversations about creating value and informing strategic decisions

avatar for Jim Kalbach

Jim Kalbach

Head of Customer Success, Mural.ly
Jim Kalbach is a noted author, speaker, and instructor in customer experience, design, and strategy. He is currently Head of Customer Success at MURAL, a leading digital whiteboard. Jim has worked with large companies, such as eBay, Audi, SONY, Elsevier Science, LexisNexis, and Citrix... Read More →

Thursday March 23, 2017 8:30am - 12:30pm PDT
Plaza A