Beyond the Book: Jim Kalbach on Mapping Experiences, third edition

Event description

Organizations often struggle to improve customer experiences because teams are organized around internal processes rather than the people they serve. While experience maps can help visualize customer journeys, the real value lies in the mapping process itself. By bringing cross-functional teams together to explore, align, and act on shared insights, organizations can make better decisions and drive meaningful change.

Join Jim Kalbach, author of the newly updated third edition of Mapping Experiences, for a discussion of how experience mapping has evolved from a UX technique into a strategic capability for organizations. Drawing on years of research and real-world examples, Jim will share practical approaches for aligning business goals with customer needs, facilitating collaboration across teams, and using mapping to drive transformation at scale. He’ll also discuss how AI is transforming the way we create and analyze maps, and why this shift makes human judgment more critical than ever.

Whether you’re a customer experience professional, UX designer, product manager, marketer, business strategist, or organizational leader, you’ll leave with practical techniques for turning customer insights into coordinated action and delivering experiences that create lasting value.

Join us each month for Beyond the Book, a live series hosted by Vicki Reyzelman, featuring in-depth conversations with the authors shaping technology today. From AI and data science to software architecture, cybersecurity, leadership, and beyond, each episode explores the ideas behind the latest books and the real-world challenges that inspired them. Stay ahead of industry shifts and get a glimpse into the thinking driving today’s most influential technology books with a front-row seat to these thoughtful discussions.

What you’ll learn and how you can apply it

• Hear practical approaches for aligning business goals with customer needs
• Learn how to facilitate collaboration across teams
• Understand how to use mapping to drive transformation at scale
• Learn how AI is transforming the way maps are created and analyzed

This live event is for you because…

• You’re a customer experience professional, UX designer, product manager, marketer, business strategist, or organizational leader
• You want to go beyond the words on the page and ask your own questions.

Prerequisites

• Come with your questions for Jim Kalbach
• Read Mapping Experiences, third edition (book)
• Have a pen and paper handy to capture notes, insights, and inspiration