Moving the Customer Journey Beyond Your Marketing Team

Rebecca Phillips

Director of Marketing at Infineon Technologies

Learning Objectives

The customer journey is a tool near and dear to a marketer’s heart. As marketers we agonize over every detail to create an elaborate tool that supports our daily needs. It is clear to the marketing team the need of having an elaborate view of the customer journey. But does HR see the benefit? How about operations? In many organizations a marketing team will share the customer journey with the other customer facing teams for inclusion and it ends there. By moving the customer journey out of marketing speak and into the entire organization there are additional benefits for other teams around the company.