CUSTOMER JOURNEYMAPPING
Our Customer Journey Mapping Workshops are designed for
all levels of staff to gain a real insight into the current state of
your customers’ experience, helping you identify the gaps in
your service that cause frustration and lead to negative
experiences and highlight opportunities to enhance the
experience.
Day 1
What is Customer Journey Mapping?
Introduction to customer journey mapping framework,
how it is used to see your company from your customers’
perspective.
Introduction to Personas & Empathy Maps and how they
can be used to help employees and partners to develop
empathy for customers.
How to turning Insights into action
Practical Exercise - Customer Journey Mapping -
Curent State/ As -Is Journey
Customer Journey Mapping
COURSE OUTLINE
Customer Journey Mapping
LEARNING OBJECTIVES
During this session we will answer the following questions:
What is the best framework to map customer experience?
How does customer journey mapping fit into process
mapping?
What is the journey management approach?
How can we best turn insights into action?
Who is the customer by persona?
What is the best software to use?
What is the best analytics tools to use i.e., to maintain
customer journey maps freshness?
How do service design principles fit in?
How do Agile CX principles apply? E.g., Cynefin
We will relate our learning to the customer experience programmes
you have in your organization
Learning Objectives: at the end of this session you will have
mapped out on brown paper (Experience Wall) your customer
journey map and be able to take this forward into your day roles
and huddles
Our happy customers include
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