Matching Customer Journey Maps with your Brand Expectations


Matching Customer Journey Maps with your Brand Expectations

Oct 3, 2024 | 11:00 am ET • 10:00 am CT | Webinar

Customer journey mapping has entered the management process at institutions actively managing their customers’ experiences. However, mapping a journey is only part of the challenge.

From building initial awareness through post-purchase service, what you do and how you do it will impact your customers’ perceptions of your brand. Take a strategic look at integrating your brand expectations into the many activities that impact a customer’s journey.

The entire journey includes four key stages of relationship building: awareness, research, selection, and service. How you prepare for and manage each stage will have a profound impact on your ability to sustain brand consistency and ultimately differentiate your brand in a crowded marketplace.

Learning Objectives

  • Integrate your brand expectations into the many activities that impact a customer’s journey.

  • Identify the four key stages of relationship building.

  • Differentiate your brand in the marketplace.

Duration: 60-minutes


ICBA Members

Live: $209

On-Demand: $229

Live + On-Demand: $249


Live: $309

On-Demand: $329

Live + On-Demand: $449

Unlimited Webinar Pass subscription: $0

Attendance/Cancellation Policy:

  • Registration fee is valid only for the individual registered. Each attendee must register.
  • Full payment is required prior to real-time event attendance. Digital products will be made available when full payment is received.
  • Digital product purchases cannot be cancelled once the order has been processed and the product is available to use.
  • Refunds will not be granted unless there is a technical issue that cannot be resolved that prevents the purchaser from accessing and/or using the product. Refund requests for technical issues must be received within 15 days of the date of purchase.

For more information, call 800-422-7285.

Who should attend: Leadership, Marketing Specialist, Customer Service Leaders

Prerequisites: None

Advanced Preparation: Basic knowledge of banking.

Program Level: Intermediate

Field of Study: Specialized Knowledge

Delivery Method: Group Internet Based.

CPE Credit Hours: 1

Kyle Hershberger
Kyle Hershberger


Cross Financial

Tom Hershberger

Chief Executive Officer

Cross Financial

Code of Conduct

Registration, attendance, or participation at this event constitutes an agreement to adhere to the ICBA code of conduct and complaint policy. ICBA aims to be welcoming, safe, and inclusive to all participants, with the most varied and diverse backgrounds possible.

As such, The Independent Community Bankers of America (“ICBA” or the “Association”) has adopted a zero-tolerance policy toward all forms of unlawful discrimination and harassment.

Read Full Policy