Webinar Recording

Segmenting the Guest Journey: Building Moments that Matter

As insights and experience professionals we spend time crafting questions and mining data to determine whether the people that use our products and services are satisfied or likely to recommend. In doing so, we rely on responses to questions and data points that we believe tell the story, but what might these metrics not be telling us? Determine how WestJet:

  • Applies a unique guest-centric lens to their Voice of Guest program across to the guest journey
  • Leads to a deeper understanding of the moments that matter
  • Meets evolving customer journeys
  • Building moments that matter through effective segmentation of customer journeys


Jon Yuill, Research and Insights Manager, WestJet

Shannon Katschilo, General Manager, Medallia

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