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CX Journey Mapping Workshops

CX Journey Mapping Workshops. Overview. Fundamentals of Learning a New Approach One Step at a Time. { Goals }. CX Journey Mapping. Learn a hands-on approach to identify the “Four I’s”: Insights – clear understanding of customer needs Impact – clear focus on the resulting business value

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CX Journey Mapping Workshops

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  1. CX Journey Mapping Workshops Overview

  2. Fundamentals of Learning a New ApproachOne Step at a Time

  3. { Goals } CX Journey Mapping Learn a hands-on approach to identify the “Four I’s”: • Insights – clear understanding of customer needs • Impact – clear focus on the resulting business value • Issues/Opportunities – what’s getting in the way, or could be improved, in order to meet customer needs • Innovate – design solutions that deliver both customer and organizational value

  4. CX Journey Mapping Workshop. Summary CX Workshops are designed for business leaders, CX professionals, innovators and change-agents. Participants gain hands-on experience mapping customer journeys, diagnosing customer experience issues, identifying opportunities and “moments that matter”, and designing experiences that deliver both customer and business value.

  5. CX Journey Mapping Workshop • Example Agenda (3.5 hours)

  6. CX Journey Mapping Workshop Successes • Journey Mapping for transformation, collaboration, and strategy

  7. Workshop Feedback “This was, by far, the most beneficial four hours I've ever spent at an Oracle event. I hope collaborative, interactive events like this become more of a mainstay for Open World in the future. This is how you deliver valuable content and create customer loyalty.” “This was so well done. I loved the common-sense approach and the practical outcomes. This just made me think in a different way, about the customer and our brand promise. And it brought key ideas, big ideas, to the foreground.” "This is fantastic. I am excited about what my colleague and I learned during the session and will demonstrate the impact of this critical exercise to my team.” "The approach and Journey Mapping strategy is brilliant and will really help open opportunities to create solutions for clients."

  8. Madison, WITuesday, March 4, 201412:45 p.m. – 4:30 p.m. Sprecher’s Restaurant Hophaw room1262 John Q HammonsMadison, WI 53717

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