Enhancing the Customer Journey
This workshop focuses on mapping, analyzing, and optimizing customer journeys to enhance customer experience and drive business results. Participants will learn systematic approaches to identify pain points, design improved experiences, and measure customer journey effectiveness.
Learning Outcomes
- Create comprehensive customer journey maps.
- Identify and prioritize customer pain points and opportunities.
- Design improved customer experiences across touchpoints.
- Implement journey measurement and monitoring systems.
- Develop cross-functional approaches to journey management
Who Should Attend
- Customer experience managers
- Marketing managers
- Service design specialists
- Process improvement professionals
Workshop Outline
- Journey Analysis Techniques
- Pain point identification
- Moment of truth analysis
- Gap analysis (expectation vs. reality)
- Root cause analysis for journey issues
- Experience Design Approaches
- Service design thinking
- Touchpoint redesign methodologies
- Channel integration strategies
- Personalization frameworks
- Journey Measurement Systems
- Journey-based metrics
- Voice of customer integration
- Real-time monitoring approaches
- Closed-loop feedback systems
- Cross-Functional
- Journey Management
- Continuous journey optimization
