Customer Experience News 101: Journey Mapping Training, Jobs-to-be-Done, Design Thinking & Facebook

Alex Allwood Customer Experience, Customer Experience News, Customer Journey Mapping, DESIGN THINKING

NEW Customer Journey Mapping Workshops 
This week we launched our new Customer Journey Mapping Workshops in Melbourne and Sydney. Master customer journey mapping in these one-day intensive, ‘learn by doing’ training workshop with Alex Allwood. Places now available book here.

Making Sense of ‘Jobs-to-be-Done’ (6min)
A key focus in understanding customers is not asking what they want in a product or service but rather, asking what they want that product or service to do for them – what is the job they need done. Helping product development or service delivery teams meet customer needs through a ‘jobs-to-be-done’ lens is the focus of this article from medium.com. Included is access to, and an in-depth explanation of, a Jobs-to-be-Done Canvas.

How to Meet the Design Thinking Challenge (2min)
As a collaborative, human-centred and customer-led problem solving process, Design Thinking is a logical extension to your customer experience program. It can often be a challenge to introduce and embed the concept and this blog from invisionapp.com outlines five ways to champion design thinking in your organisation.

In the News (2min)
B&T reports that Facebook is ramping up its CX focus with the collaborative Workplace by Facebook platform forming a strategic partnership with CX management platform Medallia. With this integration, companies using Workplace can now have their employees share, collaborate and act more quickly on customer feedback.