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SUMMARY:Experience Mapping: Insight\, Empathy and Business Buy-In - Alex H
 orstmann\, Tesco
DTSTART:20151008T173000Z
DTEND:20151008T193000Z
UID:TALK61091@talks.cam.ac.uk
CONTACT:Michele Ide-Smith
DESCRIPTION:How Experience Mapping\, and the process you go through to cre
 ate Experience Maps\, can give you customer and business insight\; build e
 mpathy and gain business buy in. Experience Maps are very much en vogue at
  the moment\, but they are far more than just a pretty artefact: they are 
 an incredibly valuable way of demonstrating an end to end journey from a c
 ustomer’s perspective.\nWe will look at how you can go about creating an
  experience map\, the information that can be very valuable to show on it\
 , and how it can be used to create effective\, cross-channel and devices c
 ustomer centric products and experience\, and ones that drive real busines
 s value.\n\nAbout the speaker\n\nAlex Horstmann has been working on crafti
 ng digital experiences for 15 years\, starting life as a digital designer 
 and then moving into the fledging profession of user experience\, and ulti
 mately widening out to looking at Customer Experience. Alex has worked wit
 h big brands like Channel 4 Television\, Virgin Media and Thomson Holidays
  (as Head of User Experience & Design) delivering online experiences\, and
  at a Customer Experience level for TUI Travel (as Group Customer Experien
 ce Lead) and now at Tesco (as Head of Customer Experience for Tesco\, cove
 ring General Merchandise\, Clothing and ONeTesco).\n\n\nAbout the event\n\
 nWe'll meet at Microsoft Research at 6:30 pm for drinks and nibbles and th
 e talk will start at 7:00 pm. After the talk we'll head to the Salisbury A
 rms (3 minutes walk away) for drinks courtesy of sponsors Red Gate. There 
 are some metered parking spaces on Tenison Road and Station Road and bike 
 racks at the entrance of the building.\n
LOCATION:Microsoft Research Cambridge\, 21 Station Rd\,  CB1 2FB\, Cambrid
 ge
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