Customer journey mapping and experience design are among the most powerful tools customer-centric organisations have for innovating and offering differentiated experiences and driving cross-functional alignment and action. Through engaging with peers and expert coaches, participants will gain first-hand knowledge of an emerging, human-centred approach to customer experience design: from the customer’s point of view.
This interactive workshop will include:
- Hands-on experience of mapping customer journeys.
- Use of maps to diagnose customer experience issues and identify opportunities.
- Designing experiences that meet your customer expectations and deliver business value