B2B Online 2020

April 20 - 22, 2020

Chicago Marriott Downtown

Nita Sharma, Senior Manager of Product Management at Agilent Technologies
Agilent Technologies Logo

Nita Sharma


Senior Manager of Product Management
Agilent Technologies

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

Download The Latest Agenda

Day One: Growing and Innovating Digitally

Monday, April 20th, 2020


2:50 PM Panel Discussion: Mapping the Customer Journey to Enhance the Experience and Drive Sales

Understanding the customer’s path to you is the first step in determining how to better meet your customers’ needs. From identifying inefficiencies in the purchasing process, to understanding what your customers need to make an informed decision to convert, journey mapping is an invaluable part of your customer experience toolkit. Panelists will discuss how to leverage customer journey mapping to optimize the experience, including:

  • Demonstrating the importance of journey mapping to senior leadership and business stakeholders to secure the personnel and budget resources you need
  • Knowing which journey mapping approach to use for different customer personas
  • Diagramming the nonlinear flows from first contact to post-purchase
  • Breaking down the customer journey by digital transactional channels
  • Building customer journey reviews into the greater continuous improvement plan to prioritize CX
  • Determining next steps to better meet customer needs