This program offers a pragmatic approach to customer journey planning through the development of Customer Journey Maps. Our approach focuses on integrating customer-facing processes with operational back-office processes to deliver an exceptional customer experience.

    The program begins by identifying the major touchpoints between an organization and its customers. Customer journeys are then defined from the customer's perspective, using engaging design thinking approaches. This approach enables participants to identify the optimal process for their clients, enabled by innovative people and technology solutions.

    By the end of the program, participants will have gained valuable insights into customer behavior, enabling them to create Customer Journey Maps that deliver a superior customer experience. With this knowledge, participants will be able to integrate customer-facing and back-office processes more effectively, ensuring a seamless experience for customers across all touchpoints. This training is intended front office function managers actively looking to drive improvements in how their business interacts with customers.

    Course Overview

    1. Customer Journey Mapping Overview
    2. Identifying Customer Needs
    3. Preparing the Customer Service Proposition
    4. Defining & Designing the Priority Customer Journeys
    5. Identifying Supporting Capabilities
    6. Work Packages: Definition & Prioritization
    7. Implementing Change

    Learning Outcomes

    1. Understand the value of Customer Journey Maps.
    2. Identify opportunities to Customer Journey Maps.
    3. Develop Customer Journey Maps.
    4. Utilize the maps to deliver value.
    5. Integrate journey maps with operational process models.
    6. Integrate journey maps with data visualization tools (including process mining).
    7. Manage Customer Journey Maps through your process repository.


    Your Scheer Americas Team – The Process Experts

    © 2024 Scheer Americas LLC