This interactive session takes participants through the practical application of Journey Management using QuestionPro CX.

Attendees will work in groups to map a customer journey for a familiar industry, starting on paper as most organizations do. Those sketches will then be captured and brought directly into the QuestionPro CX platform, where we will build them out together: the phases that give a journey its structure, the swim lanes that turn a diagram into an operational tool, and the as-is versus to-be comparison that converts a map into an improvement plan.

The session closes with AI-generated personas derived from the journeys created in the room, giving participants a complete view of both the journey and the customers experiencing it. Participants will leave with a working understanding of Journey Management in practice, and with the map their group produced.