Customer Experience Journey Mapping Workshops Provide Blueprint for Real-World CX Success by Robert Landon
By Tuula Fai on Jan 17, 2014
As Steve Jobs famously said, "You've got to start with the customer experience and work back to the technology—not the other way around." In the same spirit, Oracle now offers workshops that drive a deep understanding of the complete customer journey.
The Customer Experience Journey Mapping Workshops follow a step-by-step methodology that transcends industries or individual businesses. Attendees get hands-on experience as they explore the methodology, and then can use this methodology to gain insight into the real-world journeys of their own customers.
The initial "learning" workshops last about 4 hours and have been a big hit with attendees. There is an opportunity after attending these workshops to get additional assistance to "try" this methodology through additional workshops designed to be more specific to your organizational needs.
"The workshop allowed us to identify solutions for current pains in key stages of the customer lifecycle—and propelled us to create innovative ideas for providing a differentiated customer experience," says Maricris Crisostomo, customer value chain manager at PLDT, the leading telecommunications provider in the Philippines.
From Moments to Journeys
The concept of journey mapping is simple: identify and diagram every moment across a customer experience, whether it is a specific, finite interaction—for example, a single type of online purchase—or an entire relationship with a brand across all touch points.
"At the end of the day, we are trying to cultivate empathy toward the customer, to walk a mile in their shoes," says Brian Curran, vice president of customer experience strategy and design, Oracle. "We help participants discover all the moments that matter, feel what the customer is feeling, and determine exactly what customers need both at a functional and emotional level—right in that moment."
Attendees leave the workshop with hands-on experience with a proven, repeatable methodology—one that works across products, types of interactions, and even industries. They can then share that methodology across their organization. Workshops can also result in practical insights that can drive more engaging customer experiences right away.
"We have noticed that the workshops can actually spark a virtuous cycle across an organization, getting sales, marketing, service and other functions to think of customers in a new way—to see the world through the customer’s eyes," says Curran.
- March 12 in Los Angeles/Irvine, CA
- March 18 in Charlotte, NC
- March 20 in New York, NY
- March 25 in Dallas, TX
- March 27 in Denver, CO
- April 1 in Toronto, Canada
- April 3 in Boston, MA
- February 20, Berlin
- March 19, Milan
- April 9, Frankfurt-Dreieich
- April 10, London
- May 20, Belgium
- May 22, Netherlands
Upcoming Journey Mapping Workshops in Asia-Pacific:
Stay tuned as registration opens for these events. Find more information on journey mapping here.