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Colato: Mapistry reimbursed CAB travel costs without direct financial compensation

Maya Colato · Building a Successful Customer Advisory Board in the Enterprise | Mapistry VP of Customer Experience · Mar 18, 2022 · at 6:49

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Maya Colato, VP of Customer Experience at Mapistry, explains the budget and incentive structure established for Mapistry's Customer Advisory Board (CAB).

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“In Mapistry, we wanted to do an in-person com, or in-person cab calls, but with COVID, obviously that didn't happen. We did have the discussion of, we weren't at a place where we can financially compensate folks for joining the cab. But we wanted to reimburse them for travel and lodging to really, ah, encourage them to come meet us in person.”

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