$199 – $399

RED Training | Customer Journey Mapping + Facilitation (Workshop)

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Location

RED Academy Toronto - Digital Marketing, UX & UI Design, Web Development

462 Wellington Street West

#101

Toronto, ON M5V 1E3

Canada

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Refund Policy

Refund Policy

Refunds up to 7 days before event

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Description


Customer Journey Mapping is one of the hottest skills you and your team can learn. It provides you with the ability to truly understand your current/potential customers and provide exceptional experiences that deliver. But, most importantly, it is a proven methodology that enables huge return* both short-term and long-term.


  • 54% greater return on marketing investment

  • Over 10 times improvement in the cost of customer service

  • 24% more positive social media mentions

  • 3.5 times greater revenue from customer referrals

  • 18 times faster average sales cycle

  • 56% more cross- and up-sell revenue

*Based on Aberdeen Group. “Customer Journey Mapping: Lead The Way To Advocacy”.



Workshop Overview

Customer Journey Mapping is a process to help you understand a 360 view of the customer experience by uncovering barriers and wow moments through the series of interactions online and offline. In this applied learning session, you will learn to plan, research, and document current 'as-is' experiences/products and future-state experiences/products with customer journey maps.

You will also learn how to plan and facilitate your own Customer Journey Mapping workshop so you can spread the knowledge with others. Best yet, we will provide you with a full set of templates covering all aspects of the process, these include the latest and greatest for customer segmentation and personas, empathy maps, and customer journey and experience maps.

This is an applied learning workshop with intermittent lecture modules introducing topics and techniques. That means it is hands-on session, and you are required to bring a laptop that you can work on.



Key Learnings

After this session, you will have the skills to:

  • Understand your target audience segments, and bring them to life through personas using the latest free and rapid tools
  • Develop, execute, and facilitate a customer journey workshop for a current experience by tapping into your organizational understanding of your customers and existing knowledge
  • Identify key pain points, moments of truth, and the ability to wow the customer at any touchpoint/interaction for a current experience
  • Use customer journey maps to tap and drive action based on competitive insight
  • Validate your journeys through research and data, and how to fill any gaps in understanding and confirm your direction works with your target audience
  • Extend your customer journeys, extending them to become experience maps that include channel, content and functionality requirements
  • Understand how your experience maps can drive specific strategies, product features/functions, and design tactics


Who should attend?


Anyone involved in digital product, web, or app creation. Designers, programmers, writers, product managers, project managers, client service/account people, strategists, sole proprietors, start-ups, and VPs can all benefit from this session.Whether you already do customer journey maps and want to know more, or have never completed one and want to start, or even if you don't ever intend to do them but are responsible for hiring, managing, or paying other people to do it, this session will prove valuable.

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Date and Time

Location

RED Academy Toronto - Digital Marketing, UX & UI Design, Web Development

462 Wellington Street West

#101

Toronto, ON M5V 1E3

Canada

View Map

Refund Policy

Refunds up to 7 days before event

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