Customer Journey Mapping Workshop

September 26-27, 2017

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Join us for a hands-on customer journey mapping workshop in Boston!

Whether you’re just getting started with customer journey mapping or looking for a methodology refresh, our two-day interactive workshop will help you develop the skills and know-how you need to effectively employ journey mapping within your organization.

You’ll get to ask all your burning questions about journey mapping, hear best practices and examples, and swap tips with other customer experience practitioners. And of course, you’ll get to hang out with us for two whirlwind days of discussion, hands-on exercises, and our favorite workshop supply—sticky notes!

When

September 26, 2017: 9:00 – 5:00 & networking cocktails

September 27, 2017: 9:00 – 4:30

Where

Aloft Boston Seaport

401-403 D Street
Boston, MA 02210 United States

Join Us

Early Bird by 08/01/2017
$1799
Regular Pricing
$1899

Register Now

In this workshop, we’ll explore:

  • Why journey mapping is an essential methodology for today’s organizations to master
  • How you can use journey maps to achieve desired business benefits
  • How to foster empathy, pinpoint pain, and build bridges across internal silos with your journey mapping efforts
  • How journey maps can help you identify, prioritize, and communicate customer experience improvement initiatives
  • How you can extend your journey maps into journey blueprints to identify and solve the root causes of your customers’ pain
  • The 10 steps to creating current-state journey maps
  • What it takes to plan and facilitate a successful journey mapping workshop
  • How to juggle (just kidding)

 

You’ll walk away with:

  • An understanding of the four types of journey maps and specific ways you can use them to:
    • Improve current customer experiences
    • Envision and innovate future customer experiences
    • Communicate about new customer experiences
    • Drive organizational and cultural change
    • Transform the way your business works
  • Guidelines on how to select the right personas and journeys for your journey mapping and blueprinting efforts
  • A personalized action plan of initiatives for your team to tackle after the workshop
  • Tools to jumpstart journey mapping efforts within your own organization

Day 1

9:00
Facilitated Discussion: Customer Journey Mapping
10:45
Break
11:00
Continued Discussion
12:00
Lunch: Break & Networking
1:00
Exercise: Develop A Persona
1:30
Exercise: Map & Evaluate a Current-State Journey
2:45
Break
3:00
Exercise: Map a Future-State Journey
4:00
Exercise: Planning Your Journey Mapping Efforts
5:00
Day 1 Concludes — Drinks to Follow

Day 2

9:00
Facilitated Discussion: Keeping Your Customer Promises
9:30
Exercise: Map & Evaluate Your Customers' Journey
10:30
Break
10:45
Facilitated Discussion: Journey Blueprinting
11:00
Exercise: Blueprint Your Customers' Journey
12:00
Lunch: Break & Networking
1:00
Exercise: Root Cause Analysis of Customer Pain Points
2:30
Break
2:45
Exercise: Solution Brainstorming
4:00
Readouts & Reactions
4:30
Workshop Concludes

Here’s a bit more about the Aloft Boston Seaport:
“We are located in the thriving Seaport district, close to the best of Boston, and minutes from Logan Airport. Our Seaport Boston hotel has nearly 10,000 square feet of meeting space, making events and meetings a breeze. Sip in style at W XYZ® bar with live music during your stay, or head across the street to the Lawn on D for yard games, food trucks, and more.”

Aloft Boston Seaport
401-403 D Street
Boston, MA 02210 United States

Kerry Bodine & Co. is a customer experience consultancy with a passion for human-centered design. Founded in 2014 by author and thought leader Kerry Bodine, we inspire business leaders and drive customer-centric business improvements. We believe that remarkable customer experiences can’t be outsourced—they must be built from within. This requires new ways of working and thinking. And that’s why we approach our engagements as coaches, not as traditional business consultants.

Our core values:

  • Curious: Our never-ending questions lead us to people, places, and ideas that inspire innovative customer experiences.
  • Daring: We dream big—and we act to make those dreams a reality. We seek out opportunities to overcome our fears.
  • Joyful: We encourage playfulness as a part of day-to-day business. We celebrate our successes together.
  • No bull: We’re approachable and down-to-earth. We’re not satisfied with anything but substantive and excellent work.

 

Learn more about us here.

Fantastic experience and learning opportunity! No team does this better with real-life experiences.

Jim Perlowski,

Cisco

Very eye-opening and inspiring. I left feeling more confident in the takeaways of journey mapping—and how to evangelize the value in a huge organization.

Lindy Pryer,

Siemens Healthineers

This needs to be part of our marketing DNA.

Yadi Schnyder,

WorldVentures

All the tools and knowledge provided can be applied to our business in a multitude of ways, which makes the program a great value. I feel I’m going home with a truckload of new ways to re-invest into our organization.

Beth Johnson,

EPB

The customer focus is extremely valuable! I recommend this workshop to anyone trying to improve processes with customer impact.

Robert Quinn,

American Water

I had a great time in not just learning, but “doing” and actively discussing among the teams. The workshop provided a robust and detailed method to get to better journey maps.

DJ Thongkoth,

Health Net

I really enjoyed the workshop and do not feel scared about journey mapping anymore! I'm very motivated to start mapping journeys.

Monica Peña,

Mercantil Bank