Enhancing Customer Experience through Improved
Journey Mapping, Design and Optimization
5 - 6 April 2022
| Free CX Network Online Event
Joshua Davidson
Executive Director of Product for Digital Engagement Solutions CSGJoshua Davidson leads product strategy, design, execution for Journey Orchestration at CSG. He has deep experience in the enterprise software space, specifically around SaaS offerings, experience orchestration and customer analytics. Prior to CSG, Joshua created and led the product team for Kitewheel, LLC. He’s also held Product Leadership roles at Crimson Hexagon (now Cision) and LogMeIn (now GoTo). Joshua holds his MBA from Carnegie Mellon's Tepper School of Business and his BS in Computer Science from Washington University in Saint Louis. During his tenure at Kitewheel, Joshua led the shift from a channel focused strategy to a direct sales model, by creating an industry leading journey insights and journey analytics offering. The direct model and improved feature set led to a 100% increase in revenue and a successful sale to CSG.
Day One - 5 April
10:00 AM EST How to Make Your Journey Strategies a Well Orchestrated Reality
Analyzing the results of customer experiences gives you a lens through which to evaluate your plan of attack, but reviewing what happened in the past is only one piece of the puzzle. Today’s leading companies need to know not only what happened, by why it did, the resulting impact of that customer behavior, and how to better predict and improve internal CX processes for the future.
One element is clear: Businesses today need a decisioning engine that can act in real-time to deliver the best next experiences for your brand at the right moment, at the right time, in the right way that the customer prefers to receive this message. In this presentation, Joshua Davidson, Executive Director of Digital Engagement Solutions at CSG, will focus on:
- Where to begin going beyond journey mapping and analytics
- What does analytics vs. insights vs. actioning a solution require (for both real-time and batch data)
- How leading businesses today use this strategy to build and drive great customer experiences
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