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.

CUSTOMER JOURNEY MAPPING workshops are run over half a day (4 hours) or a full day (8 hours).

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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.​

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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

in-person or virtual

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.

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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.

DOWNLOAD

THE CUSTOMER EXPERIENCE COMPANY

RATE CARD

Book an interactive, in person facilitated 4 hour Customer Journey Mapping session for up to 30 participants in 3 teams.

This package includes 3 x hours in-person facilitation by a certified Customer Experience Specialist in the Johannesburg area, plus the PURCHASE of 3 x  A0 size laminated Customer Journey Map kits, including 3 x Persona Storyboards, 3 x Empathy Maps, sticky notes, white board markers and emoticon stickers  to the value of R3995.00 which  accommodate up to 30 participants in 3 teams.   

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Please click the link below and email us with your preferred training dates and we'll do our best to accommodate your request.

CUSTOMER

JOURNEY GAME

+

  JOURNEY MAPPING

IN-PERSON

SESSION

The session starts with a keynote speech on the difference between customer service and customer experience, followed by the interactive Customer Game and then a Customer Journey Mapping workshop where we'll identify key touch points, pain points  and areas of improvement.

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These sessions are run either over half a day (4 hours) or a full day (8 hours) and are facilitated by a certified Customer Experience Specialist. This package includes the hire of 3 x Customer Journey Games and the PURCHASE of 3 x  A0 size laminated Customer Journey Map kits, including 3 x Persona Storyboards, 3 x Empathy Maps, sticky notes, white board markers and emoticon stickers to the value of R4995.00 accommodating up to 30 participants in 3 teams.   

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Please click the link below and email us with your preferred training dates and we'll do our best to accommodate your request.

Go CX DIY and buy The Customer Journey Map kit and facilitate your own session.  Two journey mapping kits available 1.  Current Customer Journey Map 2. Current & Future Customer Journey Map

This package includes the PURCHASE of 1 x Customer Journey Mapping kit containing 1 x A0 size (1189mm x 841mm)  laminated, generic Customer Journey Maps, 1 x Customer Persona Storyboards, 1 x A4 Customer Empathy Maps, sticky notes, whiteboard markers and Prestick.

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• Price excludes VAT @15%

• Price excludes a R150 delivery fee.

• Estimated delivery time 7 - 10 days, subject to availability 

LET'S

CONNECT

If you would like to more about the Customer Experience training , please connect via the contact form, email or mobile # +27 82 457 5752