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  • What are the benefits of defining personas and journeys?
  • Who should define personas and journeys?
  • What does the journey definition process look like?
  • How many personas do I need?
  • What details do we need to define for each persona?
  • Do we need to align with sales personas?
  • Do journeys have to encompass pre- and post-sales?
  • What kinds of activities do I include on journeys?
  • How do I use journeys once they exist?
  • What are the maintenance requirements for journeys?

Please bring a proposed persona for your environment: we will help you build a journey with you during the workshop (or critique an existing journey)

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.