Customer Experience Workshop And Journey Mapping Training Course details. if you strive for a customer centric culture, you have to understand the customer's journey—every step of the way. customer journey mapping is a powerful way to find pain points. Create a crossfunctional team of allies who can help you advertise the process and build buy in for your recommendations. they will also be your workshop participants. step 2. prioritize actors and scenarios: decide whose journey (the actor) and what journey (the scenario) you’ll be mapping ahead of time.
How To Facilitate A Customer Journey Mapping Workshop The Big Bang Articulate the goals and benefits of journey mapping. deeply understand the elements of a customer journey map. gather research findings: contextual inquiry, task analysis, diary studies, and quantitative data. evaluate the experience: identify transitional volatility, gaps, opportunities, and values. Conduct journey mapping workshop: learn to facilitate a productive journey mapping workshop. gather valuable inputs and insights from stakeholders to fuel the journey mapping process. craft a comprehensive journey map: create a comprehensive journey map that captures emotional moments, touchpoints and critical stages of the customer experience. Step 1: map the current state. have each team focused on an assigned scenario, and you might provide them with a customer journey map template. since this is the start of the workshop, the team can make assumptions, keeping in mind that they’ll be gaps in their knowledge. We’ll help you decide which workshop (s) will get you where you want to go. 2. design your event. workshops can be delivered as on site, virtual, or hybrid events. session lengths range from 1 3 days. we can even help present results and recommendations to your leadership team. 3. enjoy your workshop.
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