From Customer Journey to Strategic Decisions: Turning Experience into Business Strategy

Attendance is free for XM Global Collaborative members.

In today’s competitive environment, managing customer experience is no longer just an operational task — it is a strategic capability that defines sustainable growth, competitive positioning, and long-term customer relationships.

This workshop will explore how systematic Customer Journey analysis and identifying critical touchpoints can transform experience data into strategic insights and business decisions.

📌 Key topics:

• importance of Customer Journey Mapping
• identifying critical touchpoints
• interpreting experience-driven data
• integrating customer experience into strategic decision-making

👥 Who should attend:

• Customer Experience (CX) leaders and practitioners
• Product & Service Design professionals
• Marketing & Brand Strategy specialists
• Customer Success teams
• business strategy and transformation leaders
• HR & Employee Experience professionals
• startups and innovation teams

The event also serves as a platform for professional dialogue among Experience Management practitioners, business leaders, and innovation teams in Georgia.

Organized by XMGlobal Collaborative Georgia Chapter, focused on developing the Experience Management ecosystem.

📅 Agenda:

1. Welcome Coffee & Networking

2. Opening Remarks

3. Keynote Session
From Customer Journey to Strategic Decisions
Speaker: Sophie Chkhaberidze

4. Workshop Framework

5. Interactive Workshop
Group work on Customer Journey Mapping

Facilitators:
• Marika Gachecheladze — VP Experience & Engagement
• Diana Kutubidze — VP Marketing & Communications

6. Moderated Discussion

7. Key Takeaways

8. Networking & Community Conversation

❗ Tickets are non-refundable