Customer Journey Mapping Workshops

Immersive two-day workshops designed for individuals and teams

We’ll guide you through the processes, best practices, and methodologies needed to launch your own initiatives.

Two-Day Journey Mapping Workshops

Through our customer experience workshops you’ll learn the fundamentals of customer journey mapping in an interactive, collaborative, and educational atmosphere.

Our step-by-step exploration of the customer journey mapping process, punctuated by practical, hands-on exercises, brings the material to life. And you’ll have plenty of time to practice what you hear and see.

Heart of the Customer workshops are guided by CX professionals who literally wrote the book on journey mapping. You’ll learn how to map journeys to drive action, using best practices to achieve measurable results.

Learn how to map customer journeys that drive action

Want to gain traction for customer-focused change?
Struggling to make your company customer-focused?
Looking for ways to improve your customer experience?
Been asked to build a customer journey map?

Those who want to lead, hire, or participate in customer journey mapping will benefit from our workshops.

Participant titles include VP, director, or manager from departments such as Customer Experience, Marketing, Strategy, Product Management, HR, Operations, Technology, and Customer Support.

The workshop format combines instruction with interactive exercises, for a lively, educational experience. In groups of 3-4, you’ll apply learnings and work through a journey mapping scenario from beginning to end.

Journey mapping workshop key takeaways

Knowledge of how and when to use journey mapping.
Skills, tools, and templates to initiate your own program
Hands-on experience dealing with provided scenarios.
Real-world examples of successful mapping projects.
Work done on your own project (if you come with a team).
A journey mapping credential (if you elect to be tested).

Journey mapping best practices from A to Z

Our hands-on workshops provide you with the knowledge and experience you’ll need to launch successful journey mapping initiatives within your own organization.

Show me a workshop sample agenda

Introduction

Learn to identify when customer journey mapping is the optimal methodology to achieve your goals. Build knowledge of the Five Questions that need to be answered before beginning a journey mapping project.

Day 1

Setting off on your journey mapping journey

Module 1: Discovery

Learn to use existing information about and from customers and employees to inform your journey mapping initiative. Practice collecting feedback from key project stakeholders.

Module 2: Hypothesis Mapping

Using a mock scenario, practice defining the customer and the journey to be mapped. Develop a hypothesis view of the journey from beginning to end, including customer journey steps, thoughts, interactions, etc.

Module 3: Customer Immersion

Learn about the best options for collecting feedback from customers and employees. Practice developing an approach to collecting feedback for your mock scenario, including designing a customer interview guide.

Day 2

Putting your journey map to work

Module 4: Analyses & Reporting

Build awareness of how to conduct analysis, synthesize customer findings, and present results. Practice identifying customer Friction Points and Moments of Truth along the journey.

Module 5: Map Design

Develop understanding of the elements that contribute to a powerful journey map. Learn how to communicate the customer journey visually. Practice developing a journey map and reporting to others.

Module 6: Action Planning

Learn how to use the journey map to facilitate cross-team collaboration and planning. Identify and prioritize actions to improve experiences for customers and create value for the organization.

Module 7: Driving Action

Learn how journey mapping supports customer experience management (CXM) as a practice, and how it can feed additional activities to drive a change in your culture (e.g., governance, measurement, and human-centered design).

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Meet Your Instructors

Influential industry consultants. Analytical truth-seekers. Passionate CX evangelists.

Ben London-Customer Experience Capabilities Lead

Ben London, CCXP
As Heart of the Customer’s CX Capabilities Lead, Ben’s passion is helping organizations become experience-centered. His comprehensive view of experience-centricity derives from his broad experience in corporate strategy, IT strategy, organizational readiness, user testing, operations, project management, sales, finance, hospitality, retail, market research, and customer experience.

He has developed and matured best-practice customer experience disciplines with B2B, B2C, and B2B2C organizations in manufacturing and banking.

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Nicole Newton, CCXP
As Heart of the Customer’s CX Practice Lead, Nicole specializes in helping employees connect with customers, and bringing the true customer voice inside organizations to inform strategy. She helps clients use customer insights to prioritize experiences that drive customer loyalty, identify growth opportunities, and develop new products and services.

Previously, Nicole built customer experience and market insight programs at Thomson Reuters, a Fortune 500 organization.

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Jim Tincher, CCXP
Heart of the Customer’s Founder and Mapper-in-Chief is a nationally-recognized CX consultant, trainer, author, and keynote speaker. Prior to founding Heart of the Customer in 2013, he led customer experience programs at Best Buy and UnitedHealth Group.

Jim was named one of Feedbackly’s “Ten Biggest Influencers in Customer Experience Around the World,” and was featured in “Nine Customer Experience Influencers to Start Following Now,” by Influencer Marketing.

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What Participants Are Saying

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Q & A

Answers to Your Workshop Questions

Do I have to have a project in mind to attend?

Absolutely not. We provide reality-based scenarios for you to practice your new skills, so you learn what you need to know to undertake a journey mapping project on your own. But if you do have a project in mind…

Can I work on my own journey mapping project during the workshop?

If you attend with your team (3-4 people), yes! In fact, we encourage it. However, in the interest of fairness, if you attend alone, you and your tablemates will develop a scenario we provide.

Can I get advice about my project, even I don’t attend with my team?

Yes! We offer a special opportunity only for attendees: on the day following the workshop, several two-hour time slots will be available for you to meet with one of your workshop leads for a private consultation to discuss your journey mapping project, or any other CX questions you may have. (Fee: $750)

What’s the schedule like?

Lively, engaging sessions run all day, but with plenty of breaks. One the first day, we host a continental breakfast and an evening social hour, so you’ll have plenty of time to get to know other participants, too.

What topics are covered?

Workshops include an introduction to when and how to use journey mapping, followed by seven topical modules: Discovery, Hypothesis Mapping, Customer Immersion, Analysis & Reporting, Map Design, Action Planning, and Driving Action.

Will this workshop help my career?

We offer workshop participants the option of obtaining a journey mapping credential by completing an online test soon after attending. A Certificate in Journey Mapping will be awarded to those who pass the test, recognizing your new skills and adding value to your resume.

Customer Journey Mapping Workshops

Immersive two-day workshops designed for individuals and teams

Two-Day Journey Mapping Workshops

Learn how to map customer journeys that drive action

Journey mapping workshop key takeaways

Journey mapping best practices from A to Z

Introduction

Day 1

Setting off on your journey mapping journey

Module 1: Discovery

Module 2: Hypothesis Mapping

Module 3: Customer Immersion

Day 2

Putting your journey map to work

Module 4: Analyses & Reporting

Module 5: Map Design

Module 6: Action Planning

Module 7: Driving Action

Meet Your Instructors

What Participants Are Saying

Q & A

Contact a Journey Mapper at HoC

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