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.