Syllabus Framework

CX Innovation Workshop

Build on the momentum from your Journey Mapping. Imagine future-state experiences that are desirable for customers, feasible to deliver, and viable for your business.

Schedule This Workshop

"Desirable, Feasible, and Viable."

What Participants Will Learn

1.
A valuable approach for imagining new, meaningful experiences for your customers.
2.
How to understand what current state experiences look like from a customer's view.
3.
How to identify barriers standing in the way of delivering exceptional experiences.
4.
Brainstorming techniques to push past simple, obvious solutions.
5.
How to evaluate innovative ideas to ensure they deliver both customer and business value.
6.
The importance cross-functional teams play in delivering exceptional experiences.

What are the Goals?

Cross-functional team alignment on current state experience moments that are ripe for improvement.
Ideation of a broad range of new solutions, pushing your team's creativity in inspiring new directions.
Focused selection of those ideas that are most likely to deliver the biggest impact.
A high-level action plan outlining what people, processes, and technologies are required to deliver the new experiences.

Who are the Ideal Participants?

Business Leaders

Interested in driving customer-centered innovation and finding new ways to break down organizational silos.

Key Individuals

Tasked with imagining new experience improvements, implementing, and optimizing the experience.

The Innovation Framework

A 4-stage architectural approach to identifying barriers and building future-state action plans.

1. Current State

Review current state experiences from Journey Mapping.

• Journey Lines
• Moments That Matter
• Desired Behaviors

2. Define Challenge

Identify barriers and determine your big goals.

• Competition & Technology Barriers
• Macro Trends & Internal Silos
• BHAGs (Big Hairy Audacious Goals)

3. Ideate Future State

Imagine a broad range of new experience ideas.

• Visual Brainstorming (No Blocking)
• Evaluate (Desirable, Feasible, Viable)
• Customer Storyline Creation

4. Action Plan

Create a high-level plan to bring the new experience to life.

• People (Resources, Sponsors)
• Process (Rules, Workflows)
• Tech (Systems, Integrations)

What's Getting in the Way?

Before we can innovate, we must map the friction. We break down the exact barriers preventing you from increasing retention, driving growth, or optimizing the experience.

Competition & Market Entrants
Technology Silos & Integration Gaps
Macro Trends & Customer Expectations
Internal Culture & Lack of Empowerment

Frequently Asked Questions

How much time, people, and cost is involved?

The workshop runs for 4-5 hours, ideally taking place the day following the Journey Mapping workshop. 15-18 participants from across the organization (e.g. IT, Service, Marketing, Ops) is a good group size. The only cost is your time preparing for and attending the workshop.

Is this going to be an SE Worklife product presentation?

Our goal is to partner with you to build a new skill set which can be used to design breakthrough customer experiences in your company.

Why is SE Worklife offering this?

We want to help you deliver great customer experiences. This begins with understanding and empathizing with your customer. Technology has an important role to play in delivering great experiences, but only once the organization has a clear understanding of customer and business priorities.