In our connected age, consumers have real power. Customers can research your product or service, compare it to a competitor's, and easily make a switch. Grasping their overall experience is business critical. Visualization is key way Customer Success professionals understand the customer experience. We're all familiar with customer journey mapping, for instance. But mapping in general is also an important approach for customer success. In this talk, Jim Kalbach, author of the bestselling book Mapping Experiences and Head of Customer Success at MURAL, will be joined by Senior CSM Alicia Ness to share some of their modern approaches to visualizing customer success.