Join our hosts Megan Heuer and Colin Brogan in a discussion of journey mapping actionability with UXPressia Founder Yuri Vedenin and the future features of journey mapping software

Hear the founders of the Captivate Collective discuss the new generation of customer advocacy programs that go beyond "T-Shirts for Happy Customers" and drive real value for organizations

5:38 to 6:30 Updates to advocacy outcomes from seller-centric to helping customers get impact

6:40 to 7:38 Do your customers really identify as "advocates" and does it matter if they're seeing an impact from your company?

10:59 to 10:58 Where advocacy should reside in the organization and why

15:00 to 15:44 "Everybody wants a piece of the customer" Why advocacy is becoming a cross-functional capability in advanced companies

25:15 to 26:16 Get started by talking to your customers; don't assume what you need, ask and know what customers want

26:50 to 26:36 If you want business results, you need to have a real, documented strategy. Otherwise, you get stuck as the team with the t-shirts

Colin Brogan and Megan Heuer interview Richard Owen, Net Promoter Score - NPS - pioneer, and Founder of predictive analytics firm OCX Cognition.

04:33 Richard isolates the fundamental problems with current NPS approaches

11:44 Richard explains that 90% of customer success comes down to just a few data points

17:48 Megan and Richard talk about breaking down cultural and organizational barriers

23:44 Colin and Richard discuss "Highlander" 1986