What will be covered in this session?
We will start with the basics of building a good Customer Journey Map, cover themes as the research tools to get to a customer journey map and share the basic and enriching building block of a CJM. Next, we will discuss some perspectives to inspire you to innovate with a CJM. And lastly, we will move towards how to integrate this method in a holistic way that considers your complete ‘service ecosystem’.We will:
- Explain how to create a Customer Journey Map from scratch
- Discuss how to use a Customer Journey Map as an innovation tool
- Share how you can use a Customer Journey in your organisation to transform from a project-focused way of working to continuous improvements.
- How to centralise the way you map and manage customer journeys through CX Management
After the session, we will have a moment to connect while having drinks and snacks!