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