The NEW Fickle, Non-Linear Customer Journey Map | AMA Cincinnati Workshop IGNITE 2025

On September 25, 2025, the AMA Cincinnati Chapter hosted an interactive workshop and reception at VML in Cincinnati, Ohio.
AIDCOM Consulting Founder Jeff Hendrickson, Union Pointe Consulting Founder Marc Macaluso, and Upstream360

This session, led by Jeff and Marc, served as a kickoff to the upcoming IGNITE Conference 2025 at the Cintas Center.

The workshop challenged traditional linear customer journey mapping, showing how today’s buyers move through non-linear, unpredictable webs—influenced by TikTok, viral content, peer conversations, and real-time events.

💡 Participants gained:
A new customer journey framework beyond linear funnels
Tools to identify 20+ disruptive factors in modern decision-making
Strategies to design disruption-proof marketing campaigns
Practical templates and worksheets ready for immediate use
Through hands-on design thinking exercises—including Sarah’s electric vehicle journey—attendees explored how external influences reshape customer behavior. This wasn’t a lecture, but a collaborative, practical experience that equips marketers, strategists, and CX professionals to rethink their approach.

👉 Watch this video recap of the AMA Cincinnati workshop before IGNITE 2025.

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