What will be covered in this session?
We will start with the basics of building a good Customer Journey Map, cover themes as the research tools to get to a customer journey map and share the basic and enriching building block of a CJM. Next, we will discuss some perspectives to inspire you to innovate with a CJM. And lastly, we will move towards how to integrate this method in a holistic way that considers your complete ‘service ecosystem’.We will:
- Explain how & why create a Customer Journey Map from scratch
- Share how a company can use Customer Journey for a User-Centered transformation
- How to use a Customer Journey to centralise CX Management & Innovation
After the session, we will have a moment to connect while having drinks and snacks!