During this interactive workshop, we’ll cover:
Building employee and customer user personas
Creating employee and customer journey maps
Identifying the moments that matter and intersection points
Showing the ROI of connecting employees and customers
Using design thinking principles to influence both revenue and cost to serve
9.30am-10.00am - Breakfast and registration
10.00am-10.30am - Welcome and Introduction
The new experience economy follows a holistic approach: from product to employee over brand and customer experience. Happy people help companies to expand and lift their brand value. Discover the role of the customer journey has to play in the experience economy and how it can be the engine of an experience centric organisation.
10.30am-12.30pm - Workshop Part I
In the first half, you’ll get a 101 on journey mapping and how it helps you build better experiences for employees and customers. Leonie will break down when to use journey mapping, the stakeholders you need to engage, and the best way of structuring a workshop yourself. And before the break, Leonie will present user persona examples and get you started on building new EX-CX journey maps.
12:30pm - 1.00pm - Lunch Break
13:00pm - 14.00pm - Workshop Part II
In the second part of the workshop, it’s time to get really creative and use journey mapping yourself. You’ll work within small groups to map out a full customer journey, identify the moments that matter, then come up with innovative ways to improve your employee and customer experience. By the end of the day, you’ll leave with the ability to run your own EX-CX journey mapping workshop and be able to co-create new experiences with your colleagues.
Köln Marriott Hotel
Johannisstr. 76- 80
Public Transportation: Köln Hauptbahnhof
Parking: Contipark Tiefgarage Hauptbahnhof, Parkhaus Rhein Triadem