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Michael Ruckman Held a Master Class at the Customer Experience Forum Conference
On 17th October Michael Ruckman held a master class at the Customer Experience Forum conference in Moscow – “Customer Journey Mapping and Influencing Customer Behaviour and Engagement”.
With 5 groups of listeners he facilitated a customer journey mapping exercise and illustrated how to use the CJM to improve customer experiences and increase revenue sources and competitive advantage.
The participants did a great job with the exercise and were happy with the introduction to the methodology.
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