In recent years there has been a lot of talk around Customer Journey Mapping. It is becoming a very important program for anyone thinking around how they can understand and improve the customer experience when dealing with an organisation.
In this workshop we will have the team from CSBA provide us with an overview of Customer Journey Mapping. Robyn Reilly, from CSBA, has been conducting Customer Journey Mapping projects for Clients for over 6 years. The journey mapping has been in in both public and private sector.
Customer Journey Mapping – A practical overview of what Customer Journey Mapping is and what it is not. How to conduct and tools and tips for a successful program.
|9:30AM||Managing the customer experience: current industry perspective|
|10:00AM||Why Customer Journey Mapping? A case study and Q&A|
|11:15AM||Planning for Customer Journey Mapping: Strategies and success factors|
|11:45AM||How it works: An interactive session incorporating a sample customer session|
|12:30PM||Wrap up with WA Committee Chairperson Loretta Panayotou|