Guest speaker: Dr. Chuck Patti, University of Denver
Customer Experience Maturity

Customer journey mapping:
Pre-purchase

Customer journey mapping:
Post-purchase

Guest Speaker: Carlos Hidalgo, Founder, VisumCX
Customer experience and demand generation

Designing and connecting the experience:
Pre-purchase

Introduction: Living in an experience-driven world

Building the foundation of customer experience

Customer experience vs. customer service.
Planning assignment and final project assignment

Defining and identifying customers

Customer journeys vs. buyer journeys
(The who, what, when, where and how of a customer journey)

Designing and connecting the experience:
Post-purchase

Getting employees to own the experience

Turning loyal customers into evangelists

Measurement

Presentation of the final project