Customer journey mapping helps teams visualize the ideal front-end experience. Service blueprints go a step further by revealing the people, processes, systems, and technology required behind the scenes to consistently deliver that experience.

CX and service leaders from TD Bank, BECU, and Truist, will discuss strategies to move from customer experience vision to operational execution by:

• Using service design to connect customer facing goals with operational realities.
• Partnering with frontline and operational teams to uncover hidden complexities, dependencies, and barriers impacting the CX.
• Demonstrating CX ROI by linking operational improvements to measurable customer outcomes.