BCX200 - Customer Journey Mapping Workshop
33937
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Course Description
The organizational benefits of customer journey mapping are well known - From identifying weak points and friction, seeing the journey from the customer’s point of view, identifying opportunities and predicting customers’ behavior to aligning the organization across functions and silos. Having a practical understanding of what works and what doesn’t when implementing and managing a program is essential to its success. Taught by two of the top industry practitioners in the country this hands on interactive workshops will cover:
- Understanding the different objectives of journey maps: map to diagnose, map to reinvent, map to influence, map to connect and align
- How to set up a journey mapping program for success
- Different methodologies and techniques for mapping customer journeys
- Determining time, costs and project requirements
- Identify and calculate the ROI of your journey management program
- Where to start when your customers’ journey is highly complex
- Best practices in running a customer journey mapping workshop
- Incorporating analytical and anecdotal evidence into your map
- Defining the different lenses you can use to drive deeper understanding of customers
- Mapping attitudes and emotions
- Updating and validating your journey maps in an ever changing, dynamic omni-channel environment
- When an how to involve your organizations stakeholders and leaders
- Overview of software and tools available
- Tips on presenting and communicating insights from your customer journey map
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