80% of CEOs believe they deliver a superior customer experience, but only 8% of customers agree.
Source: Bain & Company
You're responsible for improving customer experiences at your organization. You work with product and service teams and support staff and you just know there's room for improvement.
At your fingertips is a range of revenue reports, analytics data, and customer horror stories from the front-lines.
So how do you bring it all together and take a clear look at your business from your customers' perspective? How can you visualize your customer experiences over time and across touchpoints, in order to orchestrate your interactions to be more useful, valuable and engaging to your customers?
Impact
- See your business from your customers’ perspective
- Learn to use journey maps to identify customer problems
- Learn how journey maps can help bring cross-functional teams together to solve customer problems and create business value
- Get practical tools, templates and guidelines to kick-start your own journey-mapping efforts
Workshop overview
Journey maps are a powerful way to understand and communicate the end-to-end customer experience from a customer’s perspective.
Journey maps can directly inform incremental product and service improvements and even transformative change within your organization. They can help bridge internal silos and bring cross-functional teams together to solve customer problems and unlock real business value.
If you’re just getting started with customer journey mapping or you're looking to hone your skills, this 1-day workshop will help you through focused activities, best-practice examples and practical tools and guidelines for you to create and use journey maps to improve your business.
In this masterclass, you'll learn:
- The different forms of journey mapping, and when and how to apply them to solve real business challenges:
- Current state maps
- Context maps
- Future state maps
- Service blueprints
- The different audiences for journey maps, and the critical elements they need
- How to decide who’s story needs to be told - creating and using personas in your journey mapping efforts
- How to synthesize different kinds of research and data input into your journey maps
- How to weave all the elements together to tell an effective story from a customers viewpoint
- What to do next with your journey maps:
- How to identify the root causes of customer experience issues
- How journey maps can help bring teams together to solve customer problems
- How to align customer experience improvement efforts with day-to-day business operations
Masterclass format
- 1-day training session
- We can bring the training to you, or arrange for a space in your location
- Designed for product and service design teams
Roll up your sleeves! This is a hands on team workshop session where you will start to use tools and methods to map your own customers' experiences.
Creating great experiences is a team sport. We recommend bringing your product and service design team leaders and key contributors to the process of improving your customer experiences.
About Warren Anthony
Warren Anthony has lead digital teams of 1 to over 100, including at two of the largest and most successful digital agencies in their respective cities - Tribal DDB London and FCV Vancouver.
With a focus on highly collaborative user-centred design methods, Warren’s work has improved digital experiences for customers of all ages and walks of life - from e-commerce to commuting, from government to granola bars - and garnered some of the biggest awards in the business including Cannes Lions, W3C Best In Show and many more.