A seamless, positive customer journey with touchpoints across all digital platforms engages customers and improves customer satisfaction. AssistKD’s Introduction to Customer Journey Management workshop outlines the fundamental elements of Customer Experience analysis and Customer Journey Mapping and explores how these elements work in practice.
Introduction to Customer Experience (CX)
· The relationship between CX and User Experience (UX)
· Core CX principles
· Core values, purpose and strategy
Value Proposition Design
· Value co-creation
· Value proposition elements
· Value proposition canvas
Voice of the Customer Research
· Voice of the customer research framework
· CX data collection techniques
CX Insights and Customer Journey Maps
· Persona & user role analysis
· Customer journey mapping
· Empathy mapping
CX Enhancement
· CX enhancement prioritisation
· Feasibility analysis
Monitoring and Embedding CX Quality
· Net Promoter Score (NPS)
· Customer Effort Score (CES)
· Plan, Do, Study, Act (PDSA)
Upon the completion of this workshop, candidates will be able to demonstrate understanding of:
This workshop is for anyone who wants to improve their understanding of Customer Experience (CX) analysis and Customer Journey Mapping. In particular: service designers or anyone with an interest in service design; business analysts; project managers; customer journey managers; product owners; project leaders; and business change managers.
