Interactive Workshoop: The NEW Fickle, Non-Linear Customer Journey

Your customer journey maps are lying to you.

While you’re tracking neat, linear paths from awareness to purchase, your customers are zigzagging through TikTok videos, getting derailed by peer conversations, restarting their research after viral social posts, and making decisions based on real-time events your funnel never anticipated.

The old way: Build a linear journey map and hope customers follow it

The new reality: Customers enter anywhere, exit everywhere, and get influenced by factors you’re not tracking

Join facilitators Jeff and Marc for 90 minutes that will fundamentally change how you think about customer behavior. Through hands-on design thinking exercises, you’ll work with Sarah’s electric vehicle purchase journey—a perfect example of how social media, peer influence, and external events constantly disrupt traditional customer paths.

You’ll Walk Away With:

✅ A new journey mapping framework that replaces linear funnels with dynamic “customer webs”
✅ Tools to identify and prepare for the 20+ factors that derail modern customer journeys
✅ Ready-to-implement strategies for creating “disruption-proof” marketing campaigns
✅ Templates and worksheets to transform your team’s approach immediately

Perfect For:

Marketing managers, digital strategists, customer experience professionals, and anyone tired of watching customers disappear from perfectly logical journey maps.

Stop chasing ghosts through broken funnels. Learn to design marketing that works with how customers actually behave.

This is not a lecture—expect collaborative exercises, real-world scenarios, and practical tools you can use Monday morning.

Register now—your customers aren’t waiting for you to catch up.

Note, the workshop is INCLUDED with your conference registration – you will receive a code at checkout, which you will use to register for the workshop so we know who is coming. If you’re not attending the conference but would like to attend the workshop, those tickets are also available for purchase via the link.

FACILITATORS