Customer Journey Mapping

Customer Journey Mapping

Upcoming Events

London

May 16, 2019 09:15 - 16:30

Customer Journey Mapping

£300.00

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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

QUALITATIVE RESEARCH  
• Planning – maximising the value  
• Facilitation skills  
• Tips, tricks, and traps  

QUANTITATIVE RESEARCH
• 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

Venues:

London
etc. venues – Victoria
1 Drummond Gate
Victoria
London SW1V 2QQ

Manchester
etc.venues Manchester
11 Portland Street
Manchester M1 3HU

01484 517575
Taylor Hill Mill, Huddersfield HD4 6JA
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