Customer Journey Mapping

CJM

Journey to “Wow!”

How do you create a customer journey that separates you from the pack? Our Customer Journey Mapping workshop is a focused, tactical strategy session on how to manage customers and enhance a specific customer process to create exceptional customer service. During this session, your team will identify an important customer persona and map out their defined customer journey using a large process map.

During the workshop, participants will:

  • Create a single, cross-business unit view of the customer experience.
  • Brainstorm what the client is doing, thinking and feeling about the journey.
  • Identify key growth enablers, e.g., talent, data, processes, measures.
  • Highlight “Moments of Truth” where extra effort should be applied.

CJM

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