Eric Bruce


Head of Visitor Experience
Minneapolis Institute of Art


2:00 PM PROJECT ANALYSIS: Navigate Customer Journey Mapping through Best Practices

An understanding of existing customer journeys, moments of truth, and pain points are crucial before you can optimize customer strategy. If you’ve never mapped your customer’s journeys, where do you start? In this session, Eric Bruce of the Minneapolis Institute of Art shares his mapping journey, starting with some best practices for his industry and leveraging available data to jumpstart the process. Learn from successes, pitfalls, and building customer personas based on journey trends.

11:00 AM Take Journey Mapping to the Next Level with Scaled Agile Framework

  • Translating journeys and VOC insights into actionable steps for improved CX
  • How the Agile build, test, learn framework can serve as a catalyst for continuous improvement

11:00 AM Innovate Strategy and Operations through Customer Feedback

  • Incorporate feedback in and out of the contact center into the overarching customer strategy
  • How to close the feedback loop with customers in a meaningful way


Check out the incredible speaker line-up to see who will be joining Eric.

Download The Latest Agenda