Intelligaia's Customer Journey Mapping Workshop: Elevate Your Customer Experience
Are you looking to improve your customer experience and boost customer satisfaction and loyalty? At Intelligaia, we understand the importance of a seamless customer journey, and that's why we offer a comprehensive Customer Journey Mapping Workshop. Our workshop is designed to help businesses better understand their customers, enhance the customer experience, and ultimately drive customer loyalty and revenue growth.
1. Workshop ObjectivesOur Customer Journey Mapping Workshop is designed to provide hands-on assistance to firms in comprehending the customer journey and identifying opportunities for improvement. During the workshop, participants will learn how to create customer journey maps using a customer journey map canvas to visualize the thoughts, feelings, and emotions of customers at different stages of their journey. The insights gained from the journey mapping process drive product or service development and design decisions, helping you to create better products that meet the needs and expectations of your users.
The upshot of the workshop is a lucid and executable strategy for improving the customer experience.
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2. Benefits of the workshopImproved customer experience: Better customer service is possible when businesses have more information about their clients' journeys and the means to address any issues that may arise. Increased customer satisfaction: Companies can boost customer satisfaction and loyalty by listening to and responding to consumer feedback about products and services. Increased revenue: An enhanced customer experience increases customer loyalty and drives revenue growth. Better alignment between departments: Customer journey mapping helps teams comprehend the customer's viewpoint and will enhance departmental cooperation. Better decision-making: Organizations can make more customer-centric choices if they have a thorough grasp of the customer journey. Improved product development: Customer journey mapping can provide insights into customer needs and preferences, which can inform product development and improvement. |
3. Business scenarios for the workshopHolistic Customer Experience View Create a holistic view of the customer experience with CJM to understand customer needs and pain points at different stages of their journey with a company. Identify Gaps in Your Customer's Journey: Examine the complete customer experience and identify any gaps, inconsistencies, or opportunities to enhance the customer journey and create a better experience Customer Experience Optimization: Identify and prioritise customer touchpoints and opportunities for optimization. Increase Customer Loyalty: Develop a strategy to reduce friction points in the customer journey and increase customer loyalty.
Define a Multi-Channel Strategy: Understand how customers interact with different channels and touchpoints and develop a multi-channel strategy. User-Centered Design: Understanding the customer journey and their needs, pain points and behaviors to create more effective and engaging products. Product Strategy: Aligning product strategy with customer needs and expectations to drive growth and customer satisfaction. The Customer Journey Mapping Workshop can be used to create a future state customer journey map, a holistic view of the customer lifecycle, and identify pain points and opportunities for improvement. Additionally, the workshop can help businesses understand how customers interact with different channels and touchpoints, develop a saas customer journey, align product strategy with customer needs and expectations, and drive growth and customer satisfaction. |
4. Who can participate in the workshopThe workshop is useful for
These teams and individuals are often responsible for understanding and optimizing the customer experience, and the Customer Journey Mapping exercise can help provide valuable insights into this process. |
5. Workshop Outcomes |
Customer Journey Mapping
Customer Journey Mapping Can Help You
Visualise the process that a person goes through to accomplish a goal and create a narrative fleshed with user thoughts and emotions.
The Three Zones of a Customer Journey Map
Journey Maps typically include three zones:
- A lens that provides focus and context for the journey being mapped.
- An area depicting the user’s experience.
- Third zone for insights derived from analyzing the journey.
Journey maps can be an effective communication tool within an organization and can focus team effort on the right outcomes.
Will You Use an Assumption-First or Research-First Approach?
For most teams, using a hybrid approach for each decision works well:
Create a current-state map first, to understand existing opportunities, and then create a future-state map to envision new ideas in a holistic way.
Use a hypothesis-first approach to build buy-in with stakeholders; then follow up with user research to validate or evolve assumptions and create a second version of the map integrating primary user research findings.
5 Key Steps to Customer Journey Mapping
Effective customer journey mapping follows five key high-level steps:
- Aspiration and Allies: Building a core cross disciplinary team and defining the scope of the mapping initiative.
- Internal Investigation: Gathering existing customer data and research that exists throughout the organization.
- Assumption Formulation: Formulating a hypothesis of the current state of the journey and planning additional customer research.
- External Research: Collecting new user data to validate (or invalidate) the hypothesis journey map.
- Narrative Visualization: Combining existing insights and new research to create a visual narrative that depicts the customer journey in a sound way.
Workshop Outcomes
Create a holistic view of customer experience with CJM framework
Combine storytelling and visualization to create a holistic view of customer experience, unify fragmented efforts, identify points of friction, and highlight opportunities for improvement. Following a definitive framework that solves the who, what, where, when, how along with lessons learnt provides a good head-start at better understanding the journey as users engage with your company, brand, products, partners, and people.
A Journey Map helps businesses identify and strategize for key moments in the product, experience, or service and powers a better human centered approach to the business problem.
Turn journey map insights into action and experiences
- Align CX vision across different product teams.
- Fill the gap between CX strategy and results.
- Create new products or services for existing or new markets.
6. After the workshopOur team will work offline on the data provided during the workshop and will generate the following
After the journey mapping workshop, the team will work on the data provided during the workshop and generate a detailed report on the customer journey, including insights, opportunities, and recommendations. This may take around 6-10 days based on the workshop's scope. A Customer Journey Mapping Workshop with Intelligaia's team can help you to understand customers better, enhance the customer experience, and drive customer loyalty and revenue growth. By visualizing the customer journey using a journey mapping process and identifying pain points and opportunities for improvement, businesses can create a customer-centric view of the business and develop more effective and engaging products and services. The workshop can also be used in service design and customer support for saas companies, creating a comprehensive saas customer journey. After the workshop, our team will provide you with a detailed report on the customer journey, including insights, opportunities, and recommendations. We'll work with you to create a prioritized list of customer issues and suggestions on how to fix them. Don't wait to elevate your customer experience. Contact Intelligaia today to schedule your Customer Journey Mapping Workshop and take the first step towards improving your customer journey.
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Customer Journey Mapping Webinar
Total 5 Videos (>14min)
A Journey Map helps businesses identify and strategize for key moments in the product, experience, or service and powers a better human centered approach to the business problem.
Workshop Outcome: Uncover the Path to Your Customers' Success with Customer Journey Mapping Design
3 - 6 days of workshop with offline activity
Includes creative director, senior UX/UI designers, journey mapping experts, engineering lead and a dedicated account manager.