Jeri Mola | Aug. 11, 2017 | Business Leaders Breakfast Forum


August 11, 2017


7:30 am to 9:00 am


Lurie LLP, 2501 Wayzata Blvd, Minneapolis

Event Description

Today, the customer journey is much more complex and varies widely across different organizations and customer segments. It is no longer the product that is the focal point; it is the experience the company delivers. The presentation will be a guide to help you develop a customer journey map for your customers’ experience that will allow you to view your organization and its process through their eyes.

What is Journey Mapping?

A customer journey map is a visual representation of the journey a customer has with your brand, products, services, and people. It includes multiple touchpoints from the customer’s point of view, such as:

  • Key moments and evaluation points in the process
  • Positive and negative components of the experience
  • Attitudes and emotions that may come into play


  • Identify how journey maps can help you understand more about critical customer needs
  • Learn how leading companies used these maps to both improve their customer experience.
  • Recognize the value of confirming customer perceptions of the journey rather than relying on a corporate hypothesis.

Leave with new tools to put into action right away!

Speaker: Jeri Meola

About the speaker

Jeri Meola is the Founder and President of SMS Research Advisors (SMS). As a market research professional, Jeri gathers voice of the customer insights for Fortune 500 companies – arguable the most important information to an organization. With these insights companies are more purposeful in their decision making which allows them to grow and prosper by fully operationalizing their “customer experience” not just today, but also tomorrow. Jeri is nationally recognized within her industry as a member of Sterling Who’s Who, and has been awarded the Lifetime Achievement Award by the National Association of Women Business Owners (NAWBO).

Passionate about the community that has helped SMS become successful, Jeri has held key positions in several vital charitable organizations. Current affiliations include United Way Women’s Leadership, Women’s President Organization, Heart Association Go For Red Women’s Executive Team, WomenVenture, Performance Excellence Network, St. Davids Center Child and Family Development, Executive Women’s Golf and Sales and Marketing Executive International.

She holds an M.A. in Industrial/Organizational Psychology from Western Michigan University and a B.A. in Psychology from Edinboro University.