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The Customer Experience Company (Dubai & SA))
CUSTOMER
JOURNEY
MAPPING
Customer Journey Mapping is the process of simulating a customer journey to establish the key touch points and pain points in the current customer journey. These interactive workshops allow participants to get out of head space of being a supplier and into the head space of being a customer and allows them the opportunity to identify critical touch points, as well as pain points during a customer experience and make recommendations for improvements.
Steve Jobs, Apple
CUSTOMER JOURNEY MAPPING workshops are run over half a day (4 hours) or a full day (8 hours).
Participants are split into teams of 6 - 8 members per team and each team is allocated a specific market segment to focus on during the workshop. Teams are required to create a storyboard for each customer persona, as well as an empathy map, to ensure they have a clear picture of the customer. The teams then map a simulated customer journey in line with the persona and market segment.
To ensure actionable outcomes from the session, participants are required make a list of recommended improvements in the current journey to drive a smoother customer experience. Improvements are categorized into the specific areas of people, processes and technology and then tasks are allocated to the relevant personnel or department heads who agree to action them by a specified date.
CUSTOMER
JOURNEY
MAPPING
interactive workshops
Customer Journey Mapping interactive workshops allow participants to get out of head space of being a supplier and into the head space of being a customer. This allows them the opportunity to identify critical touch points, as well as pain points during a customer experience and make recommendations for improvements.
After the Customer Journey Mapping workshop, participants categorize improvements into the key pillars of people, processes and technology and improvement tasks are allocated to the respective personnel in these departments to action.
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LET'S
CONNECT
If you would like to more about the Customer Experience training , please connect via the contact form, email or mobile # +971 58 550 1441
CUSTOMER
JOURNEY
MAPPING
WORKSHOPS
Customer journey Mapping workshops begin with a one hour keynote speech entitled 'Beyond Service to Driving Customer Experience' which highlights the difference between merely delivering customer service and driving a customer experience. The presentation is followed by the interactive Customer Journey Game which is designed to be a fun way to shift thinking from focusing on the sale to understanding the customer journey. During the workshops, participants identify the key touch points and pain points in the current customer journey and share ideas and recommendations that could lead to improvements in people, processes and technology to ensure a frictionless customer experience.
Customer Journey Mapping workshops run for a full day (8 hours) and are facilitated by a certified Customer Experience Specialist. Training materials include the hire of 5 x Customer Journey Games (up to 48 players in 5 teams) and the PURCHASE of 5 x A0 size laminated Customer Journey Map kits, including 5 x Persona Storyboards, 5 x Empathy Maps.