#MW2015 Workshop: Customer Journey Mapping

MW2015 Workshop: Customer Journey Mapping Workshop

Allegra Burnette, Forrester Research, USA

This workshop will be a shortened version of the customer journey mapping workshop conducted by Forrester Research for clients. The workshop consists of a series of quick hands-on exercises to map out the visitor experience. Along the way, we will identify touch points, emotions, and related metrics as well as look at the underlying ecosystem supporting the customer journey. We will end by ideating and prioritizing solutions. While the workshop will be a condensed version of the full one and two day workshops that Forrester conducts, participants will come away with an understanding of the process and its application to museums and cultural institutions.

There are several published reports on customer journey mapping at www.forrester.com.

Register here for the Museums and the Web 2015 Conference and for the workshop Customer Journey Mapping


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About Allegra Burnette

Allegra Burnette is currently an independent consultant, focused on helping organizations establish and integrate coherent, user-centered digital programs that use best practices in customer and visitor experience to grow audiences, improve experiences, and transform internal processes. Until recently, Allegra was a principal analyst on the customer experience team at Forrester Research, where she researched, wrote, and consulted on design-related topics within CX. Prior to joining Forrester in 2014, Allegra was the Creative Director of Digital Media at The Museum of Modern Art, New York, where she oversaw design and production across all interpretive technology, including the museum's website, MoMA.org. Before working at MoMA, Allegra created and ran a media department at the renowned museum exhibition design firm Ralph Appelbaum Associates.  Allegra has taught in the online graduate program at Johns Hopkins University and served as president of the board of the Museum Computer Network (MCN). She has a bachelor's degree in art history from Dartmouth College and an MFA in museum exhibition planning and design from the University of the Arts.

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