Next Gen CX for Financial Services

July 17-July 19, 2017

Renaissance Boston Waterfront Hotel, Boston, MA


Ben Hoffman

AVP User and Customer Experience
Hanover Insurance
Ben Hoffman is currently the lead of the User Experience function at Hanover Insurance. His 29 years in user and customer experience have provided him the opportunity to work on a broad variety of initiatives and industries - from auto insurance quoting to health care to railroad yard management. He has extensive experience in starting and leading user/customer experience functions, customer/usability research methods and consulting. Previously, Ben has worked for Cigna, Travelers Insurance, The Hartford, Dell Computer and IBM. He holds a BA in Psychology from Moravian College and a Masters in Statistics and Measurement from Rutgers University.

Day One: Achieving a Holistic View of Your Customer

14:00 PM Workshop A: Journey Mapping Basics: Who, What, Where, When, Why?

• Learn the importance of mapping your customer’s end-to-end journey and begin to understand the basics of what goes into a workable journey map • Understand the tools needed to make a journey map along with who should be involved with the process • Identify the practical applications of journey mapping, such as uncovering customer pain points and gaining c-suite buy-in • Acknowledge the need to continually journey map to keep up to date with how your customer interacts with your brand