IN-PERSON WORKSHOP LONDON

Create a sustainable customer-centric culture using CX-EX journey mapping

It can sometimes feel as though your customers and employees are on completely separate journeys. One experiencing your brand from the outside, the other from the inside. But when your employees are disconnected from the people they’re serving, how can they deliver exceptional experiences? And when you don’t think about what your employees are going through, how can customer-centricity be more than a buzzword?

CX-EX journey mapping

In 2023, brands can’t afford to lose sight of the interconnectedness of their employees and customers. Especially with more employees suffering burnout and looking to quit, and consumers able to switch brands in seconds after a poor experience.

In this workshop, we’ll explore how you build meaningful links between employees and customers using journey mapping. And you’ll leave with a way forward to building a culture that enables employees to deliver incredible customer experiences (and want to stick around a long time to do it).

During this interactive workshop, we’ll cover:

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• Building employee and customer user personas
• Creating employee and customer journey maps
• Identifying the moments that matter and intersection points
• Using journey mapping to design new experiences
• Showing the ROI of connecting employees and customers
• Using design thinking principles to influence both revenue and cost to serve

Agenda

9.30AM – 10.00AM – Registration / Networking Breakfast

10.00AM – 10.45AM – Getting started with Journey Mapping (presentation)

10.45AM – 11.00AM – Coffee break

11.00AM – 1.30PM – Journey Mapping Workshop (interactivity)

1.30PM – 2.30PM – Networking Lunch

Cost

Complimentary