Colleen Meesey & Heather Mylan-Mains

• How is your presentation relevant to the theme of this year’s BBC conference: Innovation in the Fast Lane?

Creating customer journey maps for digital customers helps businesses get to their desired solutions faster, and uncovers potential customers they may have overlooked in the past. Focusing on opportunities for customers allows companies to identify creative approaches to attract and retain customers, as well as rapidly adjust to changing customer needs

• What are your top tips for companies or employees wishing to innovat?

Develop customer journey maps to understand the all-encompassing customer experiences from the beginning of the relationship to the end, if any. To focus understanding on specific, and emerging customer personas.