Meeting/Event Information

Building Relationships Through Client Experience Mapping

March 15, 2018
8:30 AM - 10:30 AM
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AIA San Francisco
130 Sutter Street, 6th Floor
San Francisco, CA 94104

Each and every client interaction impacts satisfaction, loyalty, and the bottom line. How do clients find you? How many touch points do they go through before engaging your services, and what most influences their final impression of your firm? In this program, you'll learn about how to plot a client's emotional landscape by way of a Client Journey Map, or Experience Map. Experience Maps build knowledge and consensus across your organization about who you are and what you do, and can be a powerful way to gain insight into your clients' perspectives.  

This session will be led by Kerry Bodine. Kerry is a keynote speaker, customer experience coach, and the co-author of Outside In: The Power of Putting Customers at the Center of Your Business. Her ideas, analysis, and opinions have appeared on sites like The Wall Street Journal, Harvard Business Review, Fast Company, Forbes, USA Today, and Advertising Age. She holds a master’s degree in human-computer interaction and has designed interfaces for websites, mobile apps, wearable devices, and robots.

Kerry spent seven years with the customer experience practice at Forrester Research. As vice president and principal analyst, she led Forrester’s research on customer experience design and innovation. She was also the creative force behind the customer experience ecosystem, a framework that helps companies diagnose and fix customer problems at their roots.

Learning Objectives: Customer Journey Mapping
This session will give you the language and tools to map your prospects’ experiences with your organization. We’ll discuss the core elements of effective journey maps within the context of real examples. Attendees will learn:

  • Why journey mapping is an essential methodology for your organization to master.
  • How to foster empathy, pinpoint pain, and build bridges across internal silos with your journey mapping efforts.
  • What to do after your journey mapping efforts to bring change to your organization and improve the customer experience.


What to Expect:
8:30 AM - 9:00 AM: Breakfast & Networking
9:00 AM - 10:15 AM: Program
10:15 AM - 10:30 AM: Q&A & Networking


All ticket sales are final. Tickets are transferable.


$65.00 SMPS Member Ticket

$90.00 SMPS Non-Member Ticket

$20.00 SMPS Student Ticket