Customer Experience Training & Workshops

Agile Customer Journey Mapping

This agile customer journey mapping workshop is designed to give change makers, managers and leaders a way to continuously improve their customer experience in iterative, feedback-driven improvements. It’s designed to offer a toolkit to analyse, understand and improve “on the fly” rather than larger, more traditional customer journey mapping exercises.

Customer journey mapping is an essential tool that helps us understand our customers’ experiences from their perspective. It involves creating a visual representation of the steps a customer takes when interacting with our product or service. We focus on each touchpoint, whether it’s visiting a website, talking to customer service, or receiving the product. This map allows us to see where we’re doing well and where we need to improve.

For designing a better customer experience – journey mapping is invaluable. It gives you the insights we need to create a seamless, satisfying experience for your customers. We can use it to identify pain points, moments of truth, and opportunities to exceed customer expectations. By doing so, we align our services with our customers’ needs and desires, which is critical for building brand loyalty.

Customer journey mapping isn’t just about solving problems. It’s also about understanding our customers on a deeper level. We get to walk in their shoes and see our business from their point of view. This perspective is crucial because it drives us to make decisions based on what’s best for our customers, which in turn, is what’s best for our business.

Applying agile to customer journey mapping

Agile methodology is all about being flexible, fast, and efficient. When we apply agile thinking to customer journey mapping, we embrace a mindset that allows us to quickly adapt to changes and continuously improve our customers’ experiences. Agile methodology encourages us to break down the journey into smaller, manageable parts that we can tackle iteratively.

Rather than months long discovery processes it encourages us to look at improving the customer journey in iterative, feedback-driven steps. Making gradual and continuous improvements rather than completely reimagining the customer journey.

By using agile methodology, we’re able to design customer journeys that are dynamic and responsive to real-time feedback. We don’t wait until the end to make changes; we make them as we go. This approach ensures that our customer journey maps are always relevant and up-to-date, reflecting the current needs and behaviours of our customers.

You’ll leave this workshop equipped with the skills to create dynamic customer journey maps that can evolve as your customers’ needs do. We’ll teach you techniques to gather and interpret customer feedback, and how to turn that feedback into action. By the end of the day, you’ll be able to identify areas for improvement and implement changes swiftly and effectively.

Background

Master iterative, feedback-driven improvements to the customer journey

Our one-day workshop on Agile Journey Mapping is packed with content aimed at enhancing your understanding and ability to create effective customer journey maps using agile principles. The key focus areas of the workshop include:

  • An introduction to customer journey mapping and its importance in understanding customer experience.
  • Practical applications of agile methodology in designing customer journeys.
  • Techniques for collecting and utilising customer feedback to refine the customer journey.
  • Strategies for implementing changes and improvements to services in an agile way.
  • Ways to foster a customer-centric culture within your organisation.

This workshop is designed to be interactive and hands-on, ensuring that you’ll have plenty of opportunities to practice what you’re learning. By the end of the day, you’ll have a solid foundation to build on as you work to enhance your customers’ experiences.

Target audience

Developing effective customer journeys on the fly

Our workshop is ideal for a wide range of professionals who are involved in shaping the customer experience. This includes, but is not limited to:

  • Product Managers who are responsible for overseeing the development and improvement of products.
  • Customer Service Managers looking to improve the service journey and resolve pain points.
  • UX/UI Designers who craft the interface and interaction components of a service.
  • Marketing Professionals who need to understand the customer’s path to purchase and beyond.
  • Change Managers tasked with leading the transformation of services to better meet customer needs.

Each of these roles plays a pivotal part in the customer journey, and this workshop will provide valuable insights and tools to enhance their work. Whether you’re just starting out or looking to refine your existing skills, this workshop will be beneficial.

Learning Objectives

Create iterative, living customer journey maps that drive real improvement

During our Agile Journey Mapping workshop, participants will focus on achieving the following key learning objectives:

  1. Develop a thorough understanding of customer journey mapping and its importance in designing superior customer experiences.
  2. Gain proficiency in applying agile methodology to the process of customer journey mapping, including how to iterate and evolve maps based on customer feedback and changing market conditions.
  3. Learn how to facilitate cross-departmental collaboration to create a cohesive and unified customer journey that reflects the input and expertise of various teams within the organisation.
  4. Acquire skills in utilising cutting-edge tools and techniques for visualising and analysing customer journeys, allowing for more effective decision-making and strategic planning.
  5. Understand how to implement actionable changes based on insights derived from the customer journey maps, with an emphasis on improving customer satisfaction and business outcomes.

By focusing on these objectives, we ensure that our workshop participants can return to their organisations ready to make a tangible difference in the way they approach customer experience.

Workshop Content

What we’ll cover in this Agile Customer Journey Mapping workshop

The content of our Agile Journey Mapping workshop is both comprehensive and meticulously structured to ensure maximum learning and practical application. Here’s a summary of what the day will entail, along with the agenda:

Understanding the Fundamentals

  • Introduction to Customer Journey Mapping: An exploration of what customer journey mapping entails, its significance, and the benefits it can bring to a business.
  • Agile Methodology Basics: A primer on agile principles, how they differ from traditional methodologies, and their relevance in today’s fast-paced business environment.
  • Integrating Agile and Customer Journey Mapping: A discussion on how to blend agile thinking with customer journey mapping to create dynamic, actionable journey maps.

Tools and Techniques

  • Agile Tools for Journey Mapping: An overview of the key tools used in agile journey mapping, including user stories, personas, and empathy maps.
  • Visualising the Customer Journey: Practical exercises in creating visual representations of the customer journey, using real-life scenarios to apply learning.
  • Facilitating Collaboration Across Teams: Strategies for breaking down silos and encouraging cross-functional teamwork in the journey mapping process.

Application and Implementation

  • From Map to Strategy: How to translate customer journey insights into strategic actions that can improve customer experience and business processes.
  • Iterative Design and Feedback Loops: Techniques for refining journey maps over time and incorporating customer feedback to continuously improve.
  • Planning for Change: Developing a plan for implementing journey mapping insights within the organisation, including change management considerations.

Throughout the day, we will engage in interactive discussions, group work, and individual exercises. The agenda is designed to be flexible, allowing for ample time to address specific questions and tailor the content to the needs of the attendees.

Learning outcomes

Start building iterative steps to a better customer journey

Upon completion of our Agile Journey Mapping workshop, participants can expect the following learning outcomes:

  1. A solid understanding of how to create and use customer journey maps to improve customer experiences.
  2. Advanced knowledge of how to apply agile principles in the context of customer journey mapping for more responsive and adaptable service design.
  3. Enhanced skills for facilitating teamwork and collaboration across various departments to ensure a holistic approach to the customer journey.
  4. The ability to employ a range of tools and techniques for effectively visualising and analysing customer journeys.
  5. Preparedness to implement strategic changes within their organisations based on insights gained from agile journey mapping, with a focus on achieving better customer engagement and business results.

These outcomes will enable participants to make significant contributions to their organisations’ customer experience efforts and drive positive change.

Practical applications from the session

Clear, collaborative and user-driven improvements to the customer journey

With the knowledge and skills acquired from our Agile Journey Mapping workshop, participants will be able to:

  1. Design Dynamic Customer Journeys: Create detailed and adaptable customer journey maps that reflect the true experience of their customers, allowing for continuous improvement based on real-time feedback.
  2. Lead Cross-Functional Teams: Effectively manage and inspire teams from different departments to collaborate on delivering a seamless and integrated customer experience.
  3. Drive Customer-Centric Innovation: Utilise insights from journey mapping to inform product development and service enhancements that truly meet customer needs.
  4. Implement Agile Practices: Integrate agile thinking into their business processes, enabling their organisations to be more flexible and responsive to change.
  5. Champion Customer Experience Strategy: Act as a customer experience advocate within their organisations, using the tools and approaches from the workshop to influence decision-making and strategic direction.

These actions will not only boost the participants’ professional capabilities but also contribute to the overall success and competitiveness of their organisations.

Our approach

Engaging, through-provoking, customer-centric sessions

Our approach to training is deeply rooted in the belief that learning is most effective when it is engaging, interactive, and applicable to real-world scenarios. We utilise action learning methods, which encourage participants to solve problems through hands-on activities and reflection. These methods promote deeper understanding and retention by putting theories into practice.

We also incorporate a coaching philosophy into our workshops. This means we support participants in discovering solutions for themselves, rather than simply providing answers. We facilitate thought-provoking discussions that challenge existing mindsets and encourage new perspectives, fostering an environment of continuous learning and development.

Our training sessions are designed to be dynamic and include a variety of best practice approaches, such as collaborative exercises, case studies, role-playing, and peer-to-peer learning. By combining these methods, we ensure that our participants are not only absorbing information but are also motivated to apply their new knowledge in their professional environments.

Through our unique approach, we strive to create a transformative learning experience that equips participants with the tools and confidence to make a real impact in their organisations.

Our Agile Journey Mapping workshop is an invaluable opportunity for professionals across various roles to gain in-depth knowledge and practical experience in designing customer journeys using agile methodologies. By participating in this workshop, attendees will be well-equipped to lead their organisations toward a more agile, responsive, and customer-centric future.

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