Customer Journey Mapping Workshop

November 15-16, 2017

Share on FacebookShare on Google+Tweet about this on TwitterShare on LinkedIn
Loading Events

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

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!


November 15, 2017: 9:00 – 5:00 & networking cocktails

November 16, 2017: 9:00 – 4:30


Palomar Chicago

505 North State Street
Chicago, IL 60654

Join Us

Early Bird by 10/04/2017
Regular Pricing

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

Facilitated Discussion: Customer Journey Mapping
Continued Discussion
Lunch: Break & Networking
Exercise: Develop A Persona
Exercise: Map & Evaluate a Current-State Journey
Exercise: Map a Future-State Journey
Exercise: Planning Your Journey Mapping Efforts
Day 1 Concludes — Drinks to Follow

Day 2

Facilitated Discussion: Keeping Your Customer Promises
Exercise: Map & Evaluate Your Customers' Journey
Facilitated Discussion: Journey Blueprinting
Exercise: Blueprint Your Customers' Journey
Lunch: Break & Networking
Exercise: Root Cause Analysis of Customer Pain Points
Exercise: Solution Brainstorming
Readouts & Reactions
Workshop Concludes

Here’s a bit more about the Palomar Chicago:

“Hotel Palomar Chicago, a luxury lifestyle hotel in downtown Chicago, central to the city’s most exciting shops, culture and nightlife. We’re surrounded by enticements, and make our own distinct impression. You see it in our artful design, apparent the moment you walk through our sleek marble entranceway into our living room lobby swathed in rich gold and red. You feel it in our spacious guestrooms, where you can carve out quiet time in the company of original art inspired by the Chicago World’s Fair. You taste it at our adjacent restaurant, Sable Kitchen & Bar, where our award-winning chef elevates New American food to a tantalizing new place.”

Palomar Chicago
505 North State Street
Chicago, IL 60654

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,


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,


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,


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