CHALLENGE: Traditional customer journey presentations were often bloated and time-consuming, making it difficult to maintain audience attention and focus on the most important aspects of the solution.

SOLUTION: Invented the "Trailmap" approach to customer journeys that allowed presenters to skip redundant parts and focus on the most impactful elements of the story, with less than full-fidelity interactions to speed up delivery times.

RESULTS: Deployed thousands of times during tenure, including for American Girl which helped land the larger Mattel account for Salesforce (initially $500k, growing to $10MM+ with Mattel featured at Dreamforce two years later).