Customer Journey: Making It the Customer’s Journey

Session Abstract

Too often, customer journeys are built for internal efficiency instead of customer value; this workshop explores how Silverfin redesigned its approach around what customers truly need, moving beyond tick-box processes to create relevant, scalable, and sticky experiences. Through interactive exercises, attendees will rethink segmentation, value delivery, and engagement models to build customer-centric journeys, focusing on segmenting customers beyond ARR to uncover pain points, defining and scaling customer value instead of relying on checklists, and keeping long-term customers engaged with tailored insights, self-serve content, and ongoing feedback loops.