IN-PERSON WORKSHOP BERLIN:
CUSTOMER EXPERIENCE JOURNEY MAPPING MASTERCLASS
Wednesday 1 June 2022 8.30 am - 14.00 pm Berlin Time
Join our live, in-person journey mapping workshop in Berlin, where you’ll get an introduction to CX journey mapping and a blueprint for designing and improving customer experience at your organisation.
We’ll also be joined by Brett Bridges, Director of Research & Insights at TIER, on understanding consumer behaviour and channeling that knowledge into the development of innovative products, policies and campaigns at TIER.
Then, connect with peers around the region to learn how other businesses are changing the way they operate to meet ever-changing customer expectations.
Overview:When you truly understand your customers, you’re on the way to designing and improving superior experiences. Using journey mapping and personas, you can build a detailed picture of what really matters to them and identify the moments you need to perfect.
At this in-person event, we’ll cover the basics of journey mapping, plus customer personas. We’ll also show you how to embed journey maps within your CX program using Qualtrics. You’ll leave with a comprehensive knowledge of journey mapping and have the tools you need to build a full set of personas and journeys in your organisation.
During this workshop, we’ll cover:
- Building customer user personas and journey maps
- Identifying the moments that matter and intersection points
- Using journey mapping to design new experiences
- Using design thinking principles to influence both revenue and cost to serve
Agenda:8.30 – 9.00 // Arrival
9.00 – 9.30 // Customer Presentation: Brett Bridges on building high-impact, low-effort research at TIER
9.30 – 10.15 // Intro to Customer Journey Mapping
10.15 – 10.35 // Coffee break
10.40 – 13.00 // Workshop
13.00 – 14.00 // Lunch
1 June 2022
8.30AM – 14.00PM Berlin Time
Leonardo Royal Hotel Berlin Alexanderplatz, Raum: R1-3, Otto-Braun-Straße 90, 10249 Berlin