Member Journey Mapping: How to Optimize National and Chapters

At the 2018 CEX Conference, we worked with CXPA in Focus 1 to explore member journey mapping and how to optimize national and chapters.

From the member’s perspective, the line between “chapter” and National is blurred. Let’s look at how we can tap the opportunity this presents through a process designed to examine the member experience from their viewpoint.

We’ll be working with the Customer Experience Professionals Association (CXPA) to walk through how to start mapping out your members’ experiences to find the overlap – the opportunity – between National and local, we’ll get you thinking about your members and answering key questions.

  • Where does your National and chapter experiences begin and end?
  • Where do they meet in the middle?
  • And who is best positioned to own and optimize a specific experience?

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