Kickoff Meeting Template BOOK TOOL Kickoff Meeting Template How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change

Customer Journey Mapping Project Kickoff Agenda Customer Journey Mapping Initiative Objectives Process Review of the Journey Mapping Process Customer Immersion: to collect highest quality experience information [Insert interview types you’ve selected for this initiative] Action workshop: to create improvement initiatives Timeline Questions

Company Objectives Find Moments of Truth and Friction Points for the customers’ [INSERT YOUR JOURNEY HERE] to improve [INSERT what you would like to improve]. Create an exceptional [INSERT YOUR JOURNEY: example- onboarding] experience for customers across products and services. The success of this initiative will be judged by: [INSERT SPECIFIC GOALS AND KPIs HERE].

Discovery Uncover What Is Already Known Today The first step is to engage the company in the process, building interest and buy-in. Activities: Review of existing research and surveys, including any Net Promoter or Customer Satisfaction surveys. Interview key stakeholders Host a Hypothesis Mapping Workshop  Discovery Discover hypotheses and existing knowledge on your current experience.

Customer Immersion Get to the Heart of Your Customer Experience Meet your customers on their turf [INSERT CUSTOMER IMMERSION DETAILS – interview types, amounts and why it is important.] add additional slides to go deeper into your chosen methodology. Customer Immersion Pinpoint the critical “Moments of Truth” in your customer experience.

Action Creating Journey Maps Journey maps are a change-maker’s best friend Journey maps help you showcase points of friction and delight in your customer experience. Start with your brand guidelines, to create a map that is unique to your company. Start with a blank canvas, then tell your customers’ stories, layering in their critical Moments of Truth to improve the experience. Action Immerse teams in the voice of the customer to create customer-focused change.

Customer Journey Milestones & Timeline Example Timeline – insert specifics for your initiative Kickoff Hypothesis Mapping Workshop Observer Debrief Action Workshop Interviews Analysis Mar Apr May June July