CX Journey Mapping Workshops
Overview
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Fundamentals of Learning a New Approach
One Step at a Time
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{ Goals }
CX Journey Mapping
Learn a hands-on approach to identify the “Four I’s”:
 Insights – clear understanding of customer needs
 Impact – clear focus on the resulting business value
 Issues/Opportunities – what’s getting in the way, or
could be improved, in order to meet customer needs
 Innovate – design solutions that deliver both
customer and organizational value
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CX Journey Mapping Workshop. Summary
CX Workshops are designed for business
leaders, CX professionals, innovators
and change-agents.
Participants gain hands-on experience
mapping customer journeys, diagnosing
customer experience issues, identifying
opportunities and “moments that matter”,
and designing experiences that deliver
both customer and business value.
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CX Journey Mapping Workshop
Example Agenda (3.5 hours)
Time
Section & Format
45 min
INTRODUCTION
Case study (power of experiences)
Crash course in journey mapping
Facilitator
120 min
JOURNEY MAPPING ACTIVITY
Construct journey maps
Evaluate experience issues & opportunities
Re-imagine & re-design experiences
Facilitator
Coaches
Breakout groups of 5-7
15 min
TAKING IT HOME
Facilitated discussion
Q&A
Facilitator
+ Domain / Industry Expert
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CX Journey Mapping Workshop Successes
Journey Mapping for transformation, collaboration, and strategy
CX Transformation Case
& Strategy
Silo-Busting &
Collaboration
Requirements
Definition
Telco leveraging journey mapping
and other CX Design methods to
create an exec-level business case
and strategy for an organizationwide CX transformation
University using journey mapping
to bring cross-functional teams
together, build alignment, and
identify actionable projects that
immediately benefit students
Software company weaving
journey mapping into strategic
planning efforts to think through
requirements for a new
technology offering
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Workshop Feedback
“This was, by far, the most beneficial four hours I've ever spent at an Oracle
event. I hope collaborative, interactive events like this become more of a mainstay
for Open World in the future. This is how you deliver valuable content and create
customer loyalty.”
“This was so well done. I loved the common-sense approach and the practical
outcomes. This just made me think in a different way, about the customer and
our brand promise. And it brought key ideas, big ideas, to the foreground.”
"This is fantastic. I am excited about what my colleague and I learned during the
session and will demonstrate the impact of this critical exercise to my team.”
"The approach and Journey Mapping strategy is brilliant and will really help open
opportunities to create solutions for clients."
Oracle . CX Strategy & Design Workshop . DesigningCX.com
Madison, WI
Tuesday, March 4, 2014
12:45 p.m. – 4:30 p.m.
Sprecher’s Restaurant
Hophaw room
1262 John Q Hammons
Madison, WI 53717
Oracle . CX Strategy & Design Workshop . DesigningCX.com