1 / 7

Customer Journey Mapping Kickoff Meeting Template

This template helps in planning and executing a successful customer journey mapping initiative. Engage key stakeholders, conduct customer immersion activities, create journey maps, and set specific goals and KPIs for success. This structured approach aims to improve the overall customer experience and drive customer-focused change within the organization.

trussell
Download Presentation

Customer Journey Mapping Kickoff Meeting Template

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. BOOK TOOL Kickoff Meeting Template How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change

  2. Customer Journey Mapping Project Kickoff Agenda • Customer Journey Mapping Initiative Objectives • Process • Review of the Journey Mapping Process • Customer Immersion: to collect highest quality experience information • [Insert interview types you’ve selected for this initiative] • Action workshop: to create improvement initiatives • Timeline • Questions

  3. Company Objectives • Find Moments of Truthand Friction Points for the customers’ [INSERT YOUR JOURNEY HERE] to improve [INSERT what you would like to improve]. • Create an exceptional [INSERT YOUR JOURNEY: example- onboarding] experience for customers across products and services. The success of this initiative will be judged by: • [INSERT SPECIFIC GOALS AND KPIs HERE].

  4. Discovery Uncover What Is Already Known Today The first step is to engage the company in the process, building interest and buy-in. Activities: Review of existing research and surveys, including any Net Promoter or Customer Satisfaction surveys. Interview key stakeholders Host a Hypothesis Mapping Workshop

  5. Customer Immersion Get to the Heart of Your Customer Experience Meet your customers on their turf [INSERT CUSTOMER IMMERSION DETAILS – interview types, amounts and why it is important.] add additional slides to go deeper into your chosen methodology.

  6. Action Creating Journey Maps Journey maps are a change-maker’s best friend Journey maps help you showcase points of friction and delight in your customer experience. Start with your brand guidelines, to create a map that is unique to your company. Start with a blank canvas, then tell your customers’ stories, layering in their critical Moments of Truth to improve the experience.

  7. Customer Journey Milestones & Timeline Example Timeline – insert specifics for your initiative Kickoff Hypothesis Mapping Workshop ObserverDebrief Action Workshop Analysis Interviews

More Related