Whether you’re just getting started with customer journey mapping or
looking for a methodology refresh, our two-day interactive workshop will
help you develop the skills and know-how you need to effectively
employ journey mapping within your organization.
You’ll get to ask all your burning questions about journey mapping,
hear best practices and examples, and swap tips with other customer
experience practitioners. And of course, you’ll get to hang out with us
for two whirlwind days of discussion, hands-on exercises, and our
favorite workshop supply—sticky notes.
In this workshop, we’ll explore:
- Why journey mapping is an essential methodology for today’s organizations to master
- How you can use journey maps to achieve desired business benefits
- How to foster empathy, pinpoint pain, and build bridges across internal silos with your journey mapping efforts
- How journey maps can help you identify, prioritize, and communicate customer experience improvement initiatives
- How you can extend your journey maps into journey blueprints to identify and solve the root causes of your customers’ pain
- The 10 steps to creating current-state journey maps
- What it takes to plan and facilitate a successful journey mapping workshop
You’ll walk away with:
- An understanding of the four types of journey maps and specific ways you can use them to:
- Improve current customer experiences
- Envision and innovate future customer experiences
- Communicate about new customer experiences
- Drive organizational and cultural change
- Transform the way your business works
- Guidelines on how to select the right personas and journeys for your journey mapping and blueprinting efforts
- A personalized action plan of initiatives for your team to tackle after the workshop
- Tools to jumpstart journey mapping efforts within your own organization
What others are saying:
“All the tools and knowledge provided can be applied to our
business in a multitude of ways, which makes the program a great value. I
feel I’m going home with a truckload of new ways to re-invest into our organization.”— Beth Johnson, EPB
“The customer focus is extremely valuable! I recommend this
workshop to anyone trying to improve processes with customer impact.”— Robert Quinn, American Water
