Power10: Customer Journey Mapping Learnings and Best Practices From Customer Experience Leaders


This FREE webinar was recorded on:
2016-07-19
10:00 AM - 11:00 PM EST

A Power10 is an online boardroom style discussion through a webinar platform where with at least ten customer experience leaders (in two sessions with five experts in each), exactly as if they were in one room together. The Power10 technology allows participants to connect from the comfort of their own office, using their computer or smart device, allowing even the busiest of executives to attend.

To show you the workings of this online event we recently ran a Power10 on customer journey mapping with our Advisory Board members, hosted by Ingrid Lindberg, Founder & Chief Experience Officer of Chief Customer, and former Chief Customer Experience Officer of CIGNA & Prime Therapeutics.

For this Power10, Ingrid is joined by a selection of the CX Network Advisory Board:

  • Victor Milligan, Chief Marketing Officer, Forrester
  • Paul Sands, Director of Retail Development and Customer Experience, Bang & Olufsen
  • Gero Niemeyer, Managing Director, Customer Service, Deutsche Telekom
  • Edwin van Outersterp, Senior Director, Global Customer Service, Sanofi Genzyme
  • Kerry Bodine, Co-author of Outside In & Customer Experience Coach, Kerry Bodine & Co
  • Richard George, Director of Digital, eir Group
  • Sanjay Saxena, Senior Director of Marketing - CE & Operations Transformation, Huawei


In the Power10 discussion they share customer journey mapping learnings and best practices, advice for organisations just starting out with their journey maps, who they build the roadmap for and invite into the discussions, whether or not to bring the customer into the meetings, and the biggest wins they’ve seen on the back of customer journey mapping.

Presenters:
Ingrid Lindberg Founder and CXO Chief Customer

Ingrid Lindberg is the Founder and CXO of Chief Customer and former Chief Customer Experience Officer for CIGNA & Prime Therapeutics.

Ingrid is a serial Customer Experience Officer (CXO). As one of the first CXOs, she has been on the leading edge of customer experience for over 20 years. She has worked with numerous Fortune 500 companies across Financial Services, Healthcare, Packaged Goods and Retail, helping them to create differentiating customer experience strategies and cultures.

Ingrid is the Founder and CXO at Chief Customer and helps companies turn theory into practice – making their customer experience strategies real, from CSRs to the C-Suite. Lindberg was the Chief Experience Officer at Cigna and at Prime Therapeutics and has held roles with American Express, Ceridian, SSgA, First Data, Pillsbury and Pier One, always working to enhance experiences for employees and customers.

Ingrid is a well known international public speaker and is heavily quoted by top publications including the Wall Street Journal, New York Times, Atlanta Constitution Journal and Kiplingers.