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.

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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.