CUSTOMER JOURNEY MAPPING
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.