Introduction to Customer Journey Management Workshop [ASS_CJM]

OVERVIEW

A seamless, positive customer journey with touchpoints across all digital platforms engages customers and improves customer satisfaction. AssistKD’s Introduction to Customer Journey Management workshopoutlines the fundamental elements of Customer Experience analysis and Customer Journey Mapping and explores how these elements work in practice.

OBJECTIVES

Upon the completion of this workshop, candidates will be able to demonstrate understanding of:

• The relationship between CX and User Experience (UX)
• Value proposition design and Value co-creation
• Voice of the customer research and insights
• Customer journey mapping
• Empathy mapping
• Prioritisation of CX enhancements
• Monitoring and embedding CX 

AUDIENCE

This workshop is for anyone who wants to improve their understanding of Customer Experience (CX) analysis and Customer Journey Mapping. In particular: service designers or anyone with an interest in service design; business analysts; project managers; customer journey managers; product owners; project leaders; and business change managers.

CONTENT

Introduction to Customer Experience (CX)  

· The relationship between CX and User Experience (UX)  

· Core CX principles  

· Core values, purpose and strategy  

Value Proposition Design  

· Value co-creation  

· Value proposition elements  

· Value proposition canvas  

Voice of the Customer Research  

· Voice of the customer research framework  

· CX data collection techniques  

CX Insights and Customer Journey Maps  

· Persona & user role analysis  

· Customer journey mapping  

· Empathy mapping  

CX Enhancement

· CX enhancement prioritisation  

· Feasibility analysis  

Monitoring and Embedding CX Quality

· Net Promoter Score (NPS)  

· Customer Effort Score (CES)  

· Plan, Do, Study, Act (PDSA)