If you have participated in a Customer Experience Journey Mapping (CXJM) workshop you may now be wondering:
“How can I take this CX Journey Mapping and implement it in my department and/or company, so that we can become more customer-centeric and reap the benefits of this great methodology?”
Well, I have good news and bad news for you:
The good news is that you have made a great first step. This is because:
- You are recognizing CX is essential to your business (Congratulations!: this sets you apart from many businesses nowadays), and
- You got exposure to the CXJM methodology, which hopefully felt refreshing and energizing.
The bad news is that you have real work to do and no one is going to do it for you. This work probably comes in addition your daily work routine.
Fortunately, I've compiled the following list to help you...
7 Things to Consider When Designing a CXJM Workshop Tailored to Your Customer Journeys:
1) Get a sponsor for your “internal CX revolution”- someone who is high up in the hierarchy, has strong visibility, and the decision power to dedicate resources to redesigning the experience for your customers. And if you don’t have hierarchies and follow a holacratic model, hallelujah for you!
2) Be patient - Don’t expect results overnight, prepare for long-shot results. Only after a few CXJM workshops can you set priorities and get a solid idea of potential projects you want to work on.
3) Prepare to break silos and be challenged by people within your organization. People are resistant to change and although many will say they understand the importance of CX, when the daily routines kick in, their enthusiasm may waver. (Note: nothing wrong with you, this is human nature). It is up to you to keep these people engaged!
4) Take a critical look at the customer journeysyou work on: Ask yourself “Is this journey truly from the customer's point of view or is it reflecting our company’s internal 'inside-out process view?” The line between the outside-in and inside-out view is very thin and I am constantly seeing people mix these up without even realizing. Don't be one of those people!
5) Keep the workshop artifacts. Post-its with ideas, descriptions of personas, customer journeys, hypothesis statements you generate from the CXJM workshop(s), don’t throw them away! Make them visible in the halls your company, entrance of the cafeteria, toilet doors, cubicle walls, common coffee areas, etc.
By doing this you will:
- Remind the participants of the workshop results and their roll in carrying them forward.
- Raise curiosity within your organization. Curiosity is a very powerful force that is underestimated in many work environments, both large and small.
6) Set measurable goals for your CX redesign, like you will do with any other project (i.e. first prototype of a new product line shall be ready by MM/YY; get virtual assistant function ready on our page by MM/YY). integrating this into your existing project roll out structure is often helpful here.
7) Be prepared to fight internal stickiness. Sometimes this means doing things like bringing in external facilitators to run the exercise or engaging your end customers in the workshop.
And if you’re still wondering what the benefits of a CXJM workshop are, here are two teaser videos that explain the power of our Customer Experience Journey Mapping workshops.
Thanks for reading and happy Journey Mapping!