The Case for Journey Management
Customer experience (CX) and operational efficiency are not mutually exclusive; in fact, they are deeply interconnected. This presentation makes the case for journey management as the essential link between the two. By understanding the end-to-end customer journey, organizations can identify process inefficiencies that directly impact the customer experience. Conversely, improvements to internal processes can significantly enhance CX. This talk will demonstrate how journey mapping and analysis can reveal these crucial connections, leading to optimized processes, reduced costs, and ultimately, a superior customer experience that drives business growth.
Grande salle
- Communication et marketing
- Design
Jamin Hegeman
Consultant, -
Jamin Hegeman is a global design leader, consultant, teacher, and speaker who loves leading teams and sharing his experience to drive human-centered design, transformation, and operational excellence. He has led large cross-functional teams to deliver consumer, B2B, and enterprise products, elevating design and customer-centric maturity across organizations. As a strong advocate for service design, Jamin pioneered practices and journey management initiatives at Adaptive Path, and continued infusing design into organizational systems as VP of Design at Capital One. Beyond corporate leadership, Jamin served on the Service Design Network leadership team and led international service design conferences for 15 years. He also contributes to the global design community through writing, speaking, teaching, making a lasting impact on the field of design. Jamin holds a master’s degree in design from Carnegie Mellon University, and a bachelor’s degree in poetry writing from the University of Pittsburgh. He is also a husband, dog owner, poet, soccer player, and home brewer.