Bio
Bob McGinn is Director of Strategic Accounts & Enablement & Grow that JourneyTrack, with previous experience at Genentech, Forsta, SVB Financial, and Blue Shield of California. He brings over 15 years of experience across pharmaceutical, healthcare, and financial services organisations, helping teams better understand their customers and the decisions that shape their experiences. Bob focuses on connecting the “what,” “why,” and “how” behind customer behaviour, translating complex insights into clear, actionable narratives that support more informed, customer-focused decisions.
Session Summary
Operationalising Journeys: From Insight to ExecutionFrom Maps to Measurable Impact.
Many organizations have developed journey maps and identified key pain points - but struggle to translate those insights into coordinated action across teams. Without a clear path from insight to execution, opportunities for improvement often stall.This session focuses on how organisations can operationalise journey management by embedding governance, prioritisation, and accountability into their CX programs. Participants will learn how to turn journey insights into structured action plans, align cross-functional teams, and track progress against defined outcomes. Through practical examples, this session highlights how to bridge the gap between understanding journeys and improving them at scale.
Participants will leave with:
* A clear approach to turning journey insights into prioritised actions
* Practical methods for aligning cross-functional teams around journey improvements
* Examples of governance models that support execution and accountability
* Strategies for tracking progress and sustaining momentum over time
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