Customer Journey Mapping Workshop

Feb 21-22, 2017

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Join us for a hands-on customer journey mapping workshop in downtown San Diego!
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!


February 21: 2017: 9:00 – 5:00 & networking cocktails

February 22: 2017: 9:00 – 4:30


Kimpton Hotel Palomar San Diego

1047 5th Avenue
San Diego, 92101 United States

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Regular Pricing

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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


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
Facilitated Discussion: Planning a Workshop
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 Hotel Palomar:
“California dreaming? Hardly. There’s no need to pinch yourself as you walk through our grand lobby doors because this is as real as it gets. Floor-to-ceiling boutique chic with a flash of bold SoCal style permeates, from our delightfully chill lobby living room to our rooftop pool and lounge. It’s all complemented by our loved-by-locals restaurant, indulgent spa, spacious accommodations and high-def cityscape views that will have you savoring America’s Finest City in style. Add our spot-on location between downtown and the lively Gaslamp Quarter and you have the perfect mix for a phenomenal San Diego stay.”

Kimpton Hotel Palomar San Diego
1047 5th Avenue
San Diego, 92101 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.

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 Writer

This needs to be part of our marketing DNA.

Yadi Schnyder,