January 15 - 18, 2019
JW Marriott, Nashville, TN

Marisa White


Research Analyst
Customer Management Practice


11:45 AM Project Analysis The Integrated Customer Journey: Leverage Agents To Prototype Technology

Hilton has undertaken a very specific project to take customer journeys to the next level, engage employees and agents in the process of prototyping new customer solutions based on journey mapping exercises. In this interview, learn best practices in Bart’s “Integrated Customer Journey” project, taking the fundamentals of journey mapping to the next level with a 360 degree view of the customer and involving all stakeholders into piloting new customer solutions:
● Use agents as a feedback mechanism, measure usability, and prototype solutions
● Engage employees as internal champions to improve processes
● Centralize customer apps to give agents a 360 customer view


Check out the incredible speaker line-up to see who will be joining Marisa.

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