Customer Experience Journey Mapping – November 11th

Date(s) - 11/11/2019


RRP: $1,295.00 (ex GST)




84% of organisations just working to improve CX report an increase in revenue.

Being able to authentically evaluate your organisation through the eyes of your customers will allow you to fully appreciate the service you offer to the public. With a new perspective, you will be guided through a series of design techniques to help you to identify areas of improvement and create aligned solutions.

This dynamic workshop will take you through a seven-step process to re-orientate yourself and your teams towards full customer centricity. You’ll discover areas you may not have been aware of and then create plans to delight your customers through better processes, systems and engagement. A session not to be missed if you’re looking to better understand how you can put the customer at the heart of every decision.

Course Content

Fast Facts

  • The seven steps required to create journey maps
  • How to create and use a persona
  • Identifying touch points
  • Prioritising the items for customer driven change
  • How to use human centred design to recreate your customer journey
  • One day highly interactive workshop
  • Instructor Led
  • 8 Hours of Professional Development
  • Certificate of Achievement
  • High quality, healthy catering
  • Small class size

By 2020, more than 40 percent of all data analytics projects will relate to an aspect of customer experience. Gartner

5 reasons why this workshop is for you

  1. You have a digital transformation underway and you need a way to unite the whole business
  2. You’d like to examine your internal staff experience and find ways to enhance turnover and engagement
  3. 67% of consumers and 74% of business buyers say they’ll pay more for a great experience and you’d like to learn how to do this
  4. Organisations that lead in CX outperformed laggards on the S&P 500 index by nearly 80% and you want some of the action
  5. Loyal customers are seven times as likely to test an offering, five times as likely to buy again and four times as likely to refer and it seems like a great way to build the business

‘One of the most powerful workshops our team has done. Not only did we better understand the way to map a customer experience, we were able to practically plan to improve processes in a unified manner. Thank you. Great session and enjoyed every minute’ 

 

Adelaide Head Office Superannuation Company – 2019.
Bespoke Course ran for 42 people

Have 6 or more people?

 

Enquire about having an in-housed session to improve your the skills and commitment to delivering great customer experiences

Bookings

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