Customer journey mapping is a crucial meeting ground for customer experience research, service design, management and communications.
Mapping the customer journey is an essential part of gaining control over the customer experience, and it is also a great way to help staff understand customers and how they may be feeling.
This briefing outlines the steps you must follow, and the sources of information and insight you need in place, to effectively map the customer journey.
In the afternoon you will join a workshop to hone the necessary skills to put that process into practice. You won’t become an expert in one day, but you will have a chance to work with other delegates to put these techniques into practice.
The briefing includes:
•Process flow…not a customer journey!
•Which journeys need to be mapped?
•One journey, or many?
•Individual customer journeys
•Quantifying the customer journey
•Process, thoughts, and feelings
•The research tools that give you the insight you need
•Tying customer research together with internal data
•Using service design to improve
•Using journeys in communication
•Does the journey ever end?
LUNCH - 12:30 - 13:15
• Planning – maximising the value
• Facilitation skills
• Tips, tricks, and traps
• Research design
• Methodology essentials
COMBINING EXTERNAL AND INTERNAL METRICS APPROPRIATELY
• Analysis tools
• How to fool yourself with data
VISUAL THINKING – CORE DIAGRAMMING SKILLS FOR JOURNEY MAPS
• Finding the story
• Deciding what to include/exclude
• Software and tools
• A visual language for journey mapping
etc. venues – Victoria
1 Drummond Gate
London SW1V 2QQ