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The Art and Practice of Customer Journeys

Digital vs. Live vs. Hybrid Journeys


  • How can I audit my website to identify opportunities for improvement?
  • When do I need to start from scratch?
  • How do I fund a website redesign?
  • Who needs to be involved in a redesign effort?
  • What are the three steps to designing support websites?
  • How do I leverage customer journeys into website design?
  • Do I need to hire an outside designer?
  • How do I test a new design?
  • How do I manage very large product suites?
  • How do I handle a multi-language website?
  • Do I need an app instead of a mobile website?

Please bring your website and questions to the workshop: we will help you identify key improvements

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.