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

2. 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

3. 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].

4. 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.

5. 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.

6. 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.

7. 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