#418: Better Customer Journey Mapping with Percy Rose, Hewlett Packard Enterprise

The Agile Brand with Greg Kihlström®: Expert Mode Marketing Technology, AI, & CX

The Agile Brand

Marketing, Business

4.9 • 113 Ratings

🗓️ 11 September 2023

⏱️ 35 minutes

🔗️ Recording | iTunes | RSS

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Summary

Today we’re going to talk about why customer journey mapping matters, and how it can improve customer loyalty, and drive other customer and business outcomes.

To help me discuss this topic, I’d like to welcome Percy Rose, Customer Success Strategy Executive, Hewlett Packard Enterprise.

RESOURCES

Hewlett Packard Enterprise website: https://www.hpe.com

The Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcast

Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/

For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com The Agile Brand podcast is brought to you by TEKsystems.Learn more here: https://www.teksystems.com/versionnextnow

The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

SYNOPSIS

In this episode, the guest speaker emphasizes the crucial role of gathering customer data and understanding their goals and desired outcomes in order to create a successful customer journey map. They stress the importance of conducting persona work and gathering strong intelligence about the customers before starting the mapping process. This includes understanding the key individuals in the tech industry such as heads of infrastructure and operations, CTOs, and CIOs. By understanding their goals, how they are measured, and their desired outcomes, organizations can engage in meaningful conversations with customers and gather the necessary information.

The guest speaker also highlights the need to directly communicate with customers rather than relying solely on survey data. They believe that simply collecting survey data is insufficient and that skipping the step of talking to customers is a significant oversight in the customer journey mapping process. By engaging in conversations with customers, organizations can gain valuable insights into their experiences and preferences, which can then be used to create an accurate and effective customer journey map.

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Transcript

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0:00.0	Welcome to season 5 of the Agile Brand with Greg Kielstrom, where we talk with enterprise
0:06.7	and technology platform leaders about the people, processes, and platforms that make marketing
0:11.7	and customer experience successful, scalable, and sustainable.
0:16.0	This is what creates an Agile Brand.
0:17.8	I'm your host, Greg Kielstrom, advisor and consultant for Fortune 1000 Marketing and
0:22.5	CX leaders and teams as principal and chief strategist at GK5A, and bestselling author
0:29.2	keynote speaker, entrepreneur, and Agile Certified Coach.
0:33.6	The Agile Brand podcast is brought to you by TechSystems, an industry leader in full stack
0:38.0	technology services, talent services, and real world application.
0:42.8	For more information, go to teksystems.com.
0:47.4	To sign up for the Agile Brand newsletter and get the latest insights and articles on
0:51.1	marketing technology and CX, or to purchase a copy of my latest book, House of the Customer,
0:57.1	go to GregKielstrom.com.
0:59.2	You can also find all my books on Amazon and other retailers, and now on to the show.
1:06.1	Today we're going to talk about why customer journey mapping matters and how it can improve
1:10.4	customer loyalty and drive other customer and business outcomes.
1:14.6	To help me discuss this topic, I'd like to welcome Percy Rose, customer success strategy
1:19.2	executive at Hewlett Packard Enterprise.
1:22.1	Percy, welcome to the show.
1:23.9	Thanks, Greg.
1:24.9	Glad to be here.
1:26.2	Exciting topics.
	...

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