June 13th 2017
Bank of Ireland, Montrose Branch, Stillorgan Rd, Priesthouse, Dublin 4, Ireland
Tuesday, 13th June 2017
09:30 – 13:00
Business leaders, managers and cross functional teams involved in Customer Experience strategy & design
Are you currently leading or involved in Customer Experience transformation initiatives? Are you looking to innovate, and differentiate yourself from your competitors? Do you want to design valuable experiences for your customers leading to profitable return for your business?
Customer journey mapping and experience design are among the most powerful tools customer-centric organisations have for innovating and offering differentiated experiences and driving cross-functional alignment and action. Through engaging with peers and expert coaches, participants will gain first- hand knowledge of an emerging, human-centred approach to customer experience design: from the customer’s point of view.
This interactive workshop will include:-
• Hands-on experience of mapping customer journeys.
• Use of maps to diagnose customer experience issues and identify opportunities.
• Designing experiences that meet your customer expectations and deliver business value.
|08.45||Registration & Light Breakfast|
|09.30||Journey Mapping: what is a map, why it’s a valuable, refreshing approach.|
|10:30||Hands-on mapping Customer Journeys|
|11:30||Analysing map results: identify key moments that matter (positive and negative) in the journey, to identify areas of opportunity and challenges|
|12:30||Summary & Close, followed by Lunch|
What participants will learn:
The most powerful tool for customer-centred strategy, and how to introduce journey mapping into your organisation for immediate action.
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