Customer Journey Mapping
Use a key customer experience tool to describe how your customer interact with your organisation
What client questions will it answer?
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How can i describe and document how customer interact with my business?
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How can i identify pain points, processes that are working well, an opportunities for improvement.
Who will benefit from it?
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Front line managers.
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Contact centre quality managers.
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Business Analysts.
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Operations Managers.
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Channel Managers.
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Change Managers.
Workshop Objectives
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The role customer journey maps play in designing and improving the customer experience.
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The purpose and benefits of customer journey mapping.
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How to design customer journey maps.
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Aligning customer journey maps to business processes.
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Integrating customer journey maps into your business operations.
Format and Topics
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The course will comprise of theory blended with a range of individual, pair and group activities to consolidate learning. The course will cover key concepts including:
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What is customer journey mapping?
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Benefits and success measures.
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The framework, key components and tools.
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Identifying key 'moments of truth', points of delight' and 'pain point' in the customer journey.
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Applying CJM to transform CX.
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Embedding CJM and leveraging it to become a customer centric organisation.
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Practical activities.