1. CX Journey Mapping Workshops
Overview

2. Fundamentals of Learning a New Approach One Step at a Time

3. { Goals } CX Journey Mapping
Learn a hands-on approach to identify the “Four I’s”:
Insights – clear understanding of customer needs
Impact – clear focus on the resulting business value
Issues/Opportunities – what’s getting in the way, or could be improved, in order to meet customer needs
Innovate – design solutions that deliver both customer and organizational value

4. CX Journey Mapping Workshop. Summary
CX Workshops are designed for business leaders, CX professionals, innovators and change-agents. Participants gain hands-on experience mapping customer journeys, diagnosing customer experience issues, identifying opportunities and “moments that matter”, and designing experiences that deliver both customer and business value.

5. CX Journey Mapping Workshop
Example Agenda (3.5 hours)
Time
Section & Format
45 min
INTRODUCTION
Case study (power of experiences)
Crash course in journey mapping
Facilitator
120 min
JOURNEY MAPPING ACTIVITY
Construct journey maps
Evaluate experience issues & opportunities
Re-imagine & re-design experiences
Coaches
Breakout groups of 5-7
15 min
TAKING IT HOME
Facilitated discussion
Q&A
+ Domain / Industry Expert
Get started with a 3 hour workshop on CX Journey Mapping
Customer Journey Mapping is one of the most approachable & powerful starting points for unlocking a CX Transformation
Really the backbone of a CX innovation practice
Journey mapping gets people engaged & working in customer-centered ways, and leads to the right next questions (business value, customer needs/insights, etc…)
Our 3 hour workshop agenda looks like this…

6. CX Journey Mapping Workshop Successes
Journey Mapping for transformation, collaboration, and strategy
CX Transformation Case & Strategy
Silo-Busting & Collaboration
Requirements Definition
Telco leveraging journey mapping and other CX Design methods to create an exec-level business case and strategy for an organization-wide CX transformation
University using journey mapping to bring cross-functional teams together, build alignment, and identify actionable projects that immediately benefit students
Software company weaving journey mapping into strategic planning efforts to think through requirements for a new technology offering
The hands-on workshop approach (and journey mapping specifically) offers an incredibly versatile and powerful way to catalyze customer-centered strategy & action within your organization
Here are a few example successes
Will provide additional detailed examples later

7. CX Journey Mapping Workshop – London, UK
Introducing Journey Mapping to the UK’s Largest Brands

8. Tokyo CX Journey Mapping Workshop
40 participants From Prominent Japanese Banks, Airlines, Media Companies
Here’s an example of a recent CXJM Workshop to help bring these events to life
Ran in DC for public sector (50+ participants)
Ran nearly identical versions at our recent CX Summit (pre-conference for a select 40 participants, and during the summit for everyone as industry workshops)

9. Workshop Feedback
“This was, by far, the most beneficial four hours I've ever spent at an Oracle event. I hope collaborative, interactive events like this become more of a mainstay for Open World in the future. This is how you deliver valuable content and create customer loyalty.” “This was so well done. I loved the common-sense approach and the practical outcomes. This just made me think in a different way, about the customer and our brand promise. And it brought key ideas, big ideas, to the foreground.” "This is fantastic. I am excited about what my colleague and I learned during the session and will demonstrate the impact of this critical exercise to my team.” "The approach and Journey Mapping strategy is brilliant and will really help open opportunities to create solutions for clients."

10. CX Journey Mapping Workshop Materials
Cohesive collection of actionable CX Methods & Approaches
Designed for rapid adoption and organizational alignment
Focus of methods: simple over complex, action- oriented, common vocabulary
Approaches & principles that can scale: top-to-bottom, end- to-end, and run iteratively
Business Value
Journey Mapping
Experience Design
Modeled after Stanford d.school workshops
Intended for cross-org client teams
Complete & integrated content
Designed for rapid adoption and actionability

11. CX Journey Mapping Workshop Take-Aways
CX Leadership Skills Development
CX Workshop Resources
Understanding of CX Strategy Principles, establishing a foundation for customer- centered experience design
Hands-on experience mapping customer journeys, diagnosing customer experience issues and identifying opportunities, and (re)designing experiences that deliver both customer and business value
Applicability to your own business, and how to get started
CX Journey Mapping Kit How-to guides for setting up and leading CXJM sessions with your teams
CX Strategy Development Canvas A strategic and pragmatic approach for leading and driving customer-centered action within and across your organization
CX Design Resources Curated collection of references, tools, and reading for further CX Design inquiry

12. Hophaw room 1262 John Q Hammons Madison, WI 53717
Madison, WI Tuesday, March 4, :45 p.m. – 4:30 p.m. Sprecher’s Restaurant
Hophaw room 1262 John Q Hammons Madison, WI 53717

13. Open Source Materials and Guidance
DESIGNINGCX.COM