Our in-house 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.
These insights can then be used to co-create the future state journey and build a roadmap, outlining quick wins and mid to long term customer experience improvement projects.
During this course we will cover the following;
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
Output
This workshop has direct and very tangible outputs. It helps to identify significant opportunities to improve the CX within an organisation. It will give delegates a much better understanding of their own organisation, the impact they are currently having on customers and insights on how to enhance the CX they deliver. Delegates will walk away with a toolkit to help them implement Customer Journey Mapping as a core activity in their organisation.
