EC Theater Session: Get Real! Escape the Abstract and Make it Real with Journey Reconstruction

Sponsor Speakers:

Erin Van Remortel (Customer Experience Strategist , Verizon Enterprise Solutions)

Cary Cusumano (Customer Experience Designer, Verizon Enterprise Solutions)

Location: Enterprise Connect Theater

Date: Tuesday, March 13

Time: 1:00pm - 1:20pm

Pass type: Entire Event, Tue-Thu Conference, Expo Plus - Get your pass now!

Track: Open to All

Vault Recording: Audio-Only


Building genuine customer empathy is a challenge in any service environment, a challenge that is compounded when even tried-and-true CX methods present customers as theoretical entities. In this session, Verizon Customer Experience Designers, Erin Van Remortel and Cary Cusumano , share how they created a Customer Journey reconstruction practice that takes journey mapping beyond identification of touchpoints to real customer names, real dates and times, and real customer voices. When that customer has a name, when you frame the actual event, and when you hear the raw emotion in the customer’s own words, empathy is inescapable and becomes a powerful motivator for action.