James Usback, General Manager, Touchpoint Dashboard
James Usback, the General Manager at Touchpoint Dashboard shared during his session at our CXO Leaders Summit information on how Touchpoint Dashboard assists organisations to move from journey mapping to journey management and introduced several tools to assist you in scaling this function across your organisation while building internal support for your mapping and CX (Customer Experience) initiatives.
He mentioned that while the practice of journey mapping to identify pain points and improvements in the customer journey has been useful, most organisations have struggled with the ongoing execution and management of improvements. To truly deliver memorable experiences, a disciplined method of prioritisation and journey management is needed.
“Touchpoint Dashboard is a journey management solution that enables organisations to collaborate, validate, analyse and optimise a portfolio of journey maps. Prioritisation and management of initiatives are paramount to ensure any journey mapping projects are a success. Managing resources and understanding where the greatest ROI on journey improvements lie is the key to ongoing success and creating loyalty.”
ABOUT JAMES USBACK
James Usback is the General Manager of Touchpoint Dashboard, the world’s leading journey mapping and management platform. He works with organisations to help sustain and scale journey mapping efforts through best practice frameworks and the Touchpoint Dashboard platform. This drives accountable action and continued improvement through native customer validation and action planning capabilities.