May Workshop: Customer Journey Mapping
SOLD OUT! We regret that this workshop is sold out.
If you would like to go onto a waitlist in case of last minute cancellations, please email Kristen Schmidt at firstname.lastname@example.org.
Join us for a hands-on workshop where you’ll learn to create insightful and actionable customer journey maps. As a group, we’ll dive into a well-known customer journey and investigate what customers think and feel each step of the way.
The workshop will begin with what makes a customer journey map great and the sort of results it can produce for you. We’ll then be out of our seats creating a map ourselves. You’ll learn what pieces of information you should collect at each step of the journey and how to view your company’s journey from your customer’s perspective.
As we delve into the next level of detail, we’ll begin to understand the thoughts, attitudes and emotions of our customers. We’ll uncover what really matters to them and what steps along our journey are awesome and which need some work.
We’ll conduct part of the workshop as one large group and then break into teams to build the details of smaller portions of the journey. This way, you’ll get more hands-on experience you can immediately apply when you get back to your office. Be prepared to share ideas and learn from each other.
In the end, we’ll come back together to discuss our completed customer journey map as well as how that map fits into an overall customer experience improvement strategy. By the time we’re done, you’ll have learned techniques on how to lead your own customer journey mapping workshop and get a taste for how journey mapping can fuel your own customer experience improvement design efforts.
All attendees will receive a copy of Brian’s featured article in CustomerThink: “The 5 Biggest Mistakes in Journey Mapping (and how to avoid them).”
Attendees Will Learn:
- How to get actionable insights out of a customer journey mapping workshop.
- Techniques for how to run your own customer journey mapping workshop.
- What voice of the customer feedback you should consider when creating a journey map.
- How customer journey mapping fits into an overall customer experience improvement strategy.
Space is limited, reserve your seat now!
About the Speaker – Brian Doyle
Brian has been using customer journey mapping to improve processes and customers’ experiences for over 15 years. As a 6 Sigma Master Black Belt at GE Capital, he led the completion of 30 projects resulting in $7MM of annual expense savings. In his role as VP of Marketing at Genworth Financial, Brian oversaw projects that produced $250MM in new business and a 17% increase in Net Promoter Score. More recently as a customer experience consultant and VP of Client Solutions for Pacific Consulting Group, Brian has devised solutions for clients resulting in $2B of new business. Brian’s leadership experience began as a US Air Force pilot where he commanded 31 combat missions protecting refugees in Kosovo. He also transported the Presidential motorcade around the world. Brian has a Master’s degree in Systems Engineering from St. Mary’s University and a Bachelor’s in Astrophysics from the United States Air Force Academy.
May 23, 2017 - May 23, 2017
8:30 am - 11:30 am
Julia Jones Daniels Center for Community Leadership
711 Hillsborough Street
Raleigh, North Carolina 27603
$25 Members and $75 Guests