The Heart of the Customer blog is a place where we share our insights on journey mapping, offer best practices based on our experiences, and share CX practitioner interviews – and we don’t normally place promotional items here. We are making an exception this week; as Jim Tincher and I prepare to release our journey mapping book this month, we want to get the word out about a new Heart of the Customer offering: a two-day, hands-on journey mapping workshop that will provide all you need to map journeys that drive action in your own organization.
Using the content from our upcoming book, How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change, the workshop will be offered at the Mall of America in Bloomington, MN, on June 11-12. You can learn more at our customer journey mapping workshops page.
The workshop is designed for individuals and teams who want:
- To know when and how to use customer journey mapping
- A comprehensive understanding of journey mapping that will allow you to run your own initiative
- Tools and templates to support your customer journey mapping
- Examples of real-life successful journey mapping projects
- Hands–on experience through practice at the workshop
The workshop is intended for those with any level of customer journey mapping knowledge and experience. We are anticipating participants from departments including Customer Experience, Marketing Research, Strategy, Product Management, Marketing, Operations, Human Resources, and Technology.
Day One begins with a segment about how and when to use journey mapping when we’ll first discuss the Five Journey Mapping Questions and then the first three journey mapping modules – Discovery, Hypothesis Mapping, and Customer Immersion. We’ll also have a Happy Hour the first evening to give participants an informal chance to chat with each other.
Day Two focuses on Analysis and Reporting before moving into Map Design, Action Planning, and most importantly, driving action.
You can download the full agenda here.
I am excited to be offering this workshop along with our CX Capability Lead, Ben London. It will be an intensive two days, but you’ll leave ready to drive customer-focused change in your own organization. We hope you’ll join us!