Driving Customer-Focused Change at Allianz Life

Date and Time:

Thursday, May 30, 2019
5:30PM - 7:45PM


International Market Square, Studio 185
275 Market St, Minneapolis, MN 55405
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Journey mapping is a best practice used to truly understand the heart of your customer experience. Research shows that 65% of journey maps fail to drive action, typically because they don’t follow best practices. Learn how Allianz Life has partnered with Heart of the Customer to better understand customer needs and drive organizational action to solve them.

Key takeaways:

  • Learn the three critical journey mapping best practices from the forthcoming book, “How Hard Is It to Be Your Customer?”, including:
    • Begin with the change you’re trying to drive.
    • Change requires a different methodology.
    • Customer experience is a team sport – involve your entire team.
  • Learn how Allianz applies these best practices.

Attendees will get one free appetizers and one drink ticket. A cash bar will also be available. 


Member tickets $20
Non-member tickets $30
Student member tickets $15
Student non-member tickets $20


5:30-6:00 p.m. Registration and Networking
6:00-7:00 p.m. Presentation
7:00-7:15 p.m. Q&A
7:15-7:45 p.m. Networking

Renae Grave

Sr. Director of Customer Experience and Insights

Leading Customer Experience and Insights at Allianz Life, Renae Grave is responsible for the customer and financial professional experience strategy leveraging key insights to generate long-term…

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Speaker :

Jim Tincher


Jim Tincher, CCXP, is Heart of the Customer’s Mapper-In-Chief. He is a Certified Customer Experience Professional (CCXP), only the second in the world to earn such a designation. Jim Tincher, CCXP, is…

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Nicole Newton

B2B Practice Lead

Nicole is Heart of the Customer’s Customer Experience Practice Lead specializing in B2B organizations, and the world’s eighth CCXP. Nicole is Heart of the Customer’s Customer Experience Practice Lead…

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