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The Art and Practice of Customer Journeys


  • What are digital and hybrid journeys?
  • How do I decide what activities in the journey need to be live?
  • How do I identify touchpoints that can be done digitally?
  • What’s special about digital journeys?
  • How do I transition from live to digital or hybrid journeys?

Please bring one of your customer journeys to the workshop: we will help you identify how to optimize the touchpoints

About the Instructor

Francoise Tourniaire is a well-known Support Consultant. She has over 30 years’ experience in post-sales support in the high-tech industry. In 1998, she founded FT Works, a consulting firm that helps technology companies improve their customer success and support operations.

She is the author of The Art of Support, Just Enough CRM, Collective Wisdom: Transforming Support through Knowledge, and Selling Value.



Price $800 per person for non-members, ASP Individual Members pay $700, ASP Corporate Members & & TSANet Members  pay $600.