Customer journey mapping: Be a CX leader

Identifying the moments that matter to your customers is key to creating a meaningful experience. Customer journey mapping(CJM) gives you the tools to make a connection and build relationships with context and empathy.

In this breakfast session, you will understand where journey mapping fits into planning cycles, how it enables greater collaboration across departments and dissolves barriers between data, teams and channels.

Join CX leaders Adobe, Clarasys and The Crocodile for practical and actionable insights on how to move your CX agenda forward.

Date: 25 March 2019
Venue: The Trampery, Hoxton, London EC1V 9EY


  • 08:30 – 09:00: Breakfast and greeting
  • 09:00 Welcome
  • 09:10 Session 1 | CX Growth Engine - Jason Talbot

    We address the most important boundary an organisation has: the one between itself and its customers. Understand the steps to customer driven growth, how the customer journey is played out, and how lasting advantage is created.

  • 09:40 Session 2 | Benefits and challenges of CX transformation - Matt Cheung

    In this session Clarasys are going to explore the benefits of focusing on CX transformation, the common challenges organisations face and look at some practical applications how Clarasys went about CJM for their clients.

  • 10:10 Session 3 | Adobe X-Ray Demo - Thierry Stortenbeker

    Technology as an enabler, looking at how technology can help you deploy your CJM into the real-world through their X-Ray demo.

  • 10:40 Break
  • 10:50 Panel discussion
  • 11:30 Close 
  • 12:00-12:30: Networking

The Speakers:

Matt Cheung

Matt Cheung
CEO, Clarasys

Matt has more than 20 years’ experience of delivering difficult business change programmes and projects. He worked for PwC Consulting, before moving to the Berkeley Partnership, and worked as an independent consultant before starting Clarasys.


Jason Talbot
Managing Director, The Crocodile and Co-Founder, Affinita Network

From starting his career at Saatchi & Saatchi, Jason has gone on to work with some of the finest marketers and best brands in the world, from Masterfoods, Fiat and Emirates Airlines to DELL|EMC, KPMG and Standard Life.