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06 June, 2019 | (01 hr)

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Everyone is talking about “Customer Journeys” these days but, what are they really about? Based on a structured theoretical journey model, we will take a look at the status today and do a deep-dive into future developments.

Machine learning and artificial intelligence will bring customer journey design to the next level, and that will fundamentally change business models, value chains, and organizations. In this webcast, guest speaker Arjen Bonsing, founding partner of, will discuss what to prepare for.

Key learnings: 

  • Understanding what customer journeys are really about
  • The effect of customer centricity on business models and value chains
  • The impact on organizations and their capabilities

Interested in more on this subject, register for Part II: A great idea but... and Part III: The Growth Challenge: Focus on the Customer today!


Arjen Bonsing

Arjen Bonsing
Founding Partner

Arjen Bonsing is an omnichannel marketing & retail expert with more than 25 years of experience in retail, ecommerce, marketing, communication, CRM, data intelligence, digital media and consultancy. He is the father of the © bonsing | mann customer journey model, a widely used theoretica...Full Bio

Demet Tunç

Demet Tunç (Moderator)
Council Director, Customer Experience Council
The Conference Board

Demet Tunç leads the Customer Experience Council at The Conference Board and consults for Eric Salmon & Partners to support the firm in leadership advisory, strategic consultancy, organizational design and executive search on a global level.

Starting out as a brand manager at C...Full Bio

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