“Great feedback from my team members who participated yesterday – thanks Alex.” Customer Experience Team Leader, NSW Department of Education.
Our first Customer Journey Mapping workshop in Sydney was a great success! Everyone approached the day with enthusiasm – giving 100% energy, exploring new learning with curiosity and an open-mind and getting comfortable with ambiguity.
We started the day by taking a deep dive into customer empathy, exploring contextual inquiry techniques to help understand customers’ jobs to be done and customer decision-making.
In the second session we focused on synthesising customer interview responses into insights to enable the development of customer personas and journey mapping to help understand the customer story.
In the afternoon sessions we shifted from what our customers were doing to ‘what does this mean?’ In this session we explored customer behaviour using journey mapping; understanding customer pains, service gaps and moments-of-truth.
In the final session we looked at presenting the customer story and bringing the customer to life across the business.
For me, this is what Empowering Customer-Centric Growth™ is all about; learning to build customer experience capability to help connect customer and culture – for the good of customers.
On a final note, our feedback from the Customer Journey Mapping workshop was excellent with many very positive comments including this response from the Customer Experience Team Leader at NSW Department of Education “Great feedback from my team members who participated yesterday – thanks Alex.”
PS: We still have places available for our next Sydney Customer Journey Mapping workshop on September 19th. Info and bookings: https://www.eventbrite.com.au/e/customer-journey-mapping-1-day-intensive-workshop-sydney-190917-tickets-36434349119