Journey-Mapping Your Customer Experience Design - Virtual

Seats are limited and confirmation of attendance will be required in advance of the session.

In a world where commoditization is the norm, differentiation is key. The kind of differentiation customers will notice doesn’t come from what you say, it comes more from what you do. Customer Experience is a discipline that helps you figure out what to differentiate and how to do it in a way that benefits your customers and your bottom line at the same time. 

More than any other factor, your brand’s customer experience will determine whether you thrive and profit or struggle and fade. There is a strong business case for improving the customer experience especially when it leads to increased retention and referrals. According to Gartner, a 5% increase in retention can boost profits by 25% to 125%. 

In this virtual workshop, you will learn the essential skill of journey mapping, which is the foundation of all differentiated customer experience design. This workshop is an excerpt of the ANA full day in-person workshop “Building Differentiation Through Your Customer Experience Design”.

Who Is This Workshop For?

This workshop is geared for participants who want a step-by-step approach to journey mapping. It is designed for both B2B or B2C, for individuals with the authority to initiate change across their organization and for those responsible for realizing results. Participants will learn from best-in-class examples and hands-on journey mapping team exercises. Everyone will leave with actionable strategies to improve the customer experience.

Download the full benefits here

• Setting the Stage (10min)
• Customer Experience Overview (35min)
• Understanding the Customer (40min)
• Break (10min)
• Journey Mapping: Current State (40min)
• Touchpoint Design (35min)
• Measurement & Learning Reflection (10min)