​🕒 1 hour | 🎯 For product & UX professionals | 💬 Live Q&A included

​​​In this live webinar, you’ll explore the common pitfalls of customer journey mapping, and how to avoid them. Whether you’re building your first journey map or looking to elevate it into a strategic tool, this session will give you practical insights you can apply right away.

​​​You’ll hear from Oliver West, Regional Head of CX at VML, who has spent over two decades designing end-to-end experiences for brands like Apple, Microsoft, Coca-Cola, and General Motors.

​He’ll walk through real challenges teams face when mapping journeys — from misalignment to miscommunication — and what to do instead. Expect a mix of personal stories, interview-style discussion, and a presentation with actionable frameworks.

​🧠 What You’ll Learn

• ​What makes journey mapping fail, and how to spot the signs early

• ​The difference between tactical and strategic journey maps

• ​How to elevate journey mapping into a business-critical practice

• ​Lessons from 25+ years of UX/CX experience

​🕒 Agenda

• ​Welcome & Intro

• ​Interview segment

• ​Presentation: Top journey mapping challenges

• ​Q&A

• ​Wrap up

​👤 Who Should Attend

​This session is ideal for UX and product professionals who use (or want to use) journey maps to drive clarity, collaboration, and customer insight, especially those moving into more strategic roles.

​🎙️ Meet the Speaker

​Oliver West is a Regional Head of CX at VML. With 25+ years of experience, he’s led UX strategy and research for global brands across industries and continents. Today, he heads the CX department at VML in Dubai, where he helps teams connect dots across the customer journey — from the big picture to the tiniest touchpoint. Outside of work, Oliver is passionate about mentoring, writing, and speaking to help others grow in the field.

​Oliver is the Uxcel instructor for Introduction to Customer Journey Mapping course. Learn to turn user insights into strategic experience improvements using clear, visual journey maps. First lesson is free for everyone.

​🤝 Brought to You By

​​​​​Uxcel is an online platform where UX and product professionals upskill through interactive, gamified learning. Level up your UX, product and AI skills with expert-led courses at your own pace, earn certificates, and join a strong community of product professionals committed to lifelong learning.

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