Last week, our President Steve Mast was a guest speaker at the Canadian Marketing Association’s 2013 National Convention.

Steve spoke about the need to map the customer journey to determine whether your business is connecting with today’s digitally empowered customer at the points that are most critical to them.

Using examples from Delvinia’s work with Manulife Financial, Steve illustrated how the firm used customer journey mapping within its direct to consumer business to identify opportunities to innovate and improve the customer experience.

For more on his presentation, please see the slides below.

Mapping Manulife’s Direct to Consumer Path-to-Purchase from Delvinia