Syllabus Framework

CX Journey Mapping Workshop

Overlay business objectives with customer experience so you can identify the moments that matter and prioritize the phases of your CX transformation.

Schedule This Workshop

"We focused here, because..."

What is the Value?

Participants will learn new skills that enable a compelling approach to delivering CX from the customer’s point of view. They will be familiar with the unique CX Journey Mapping approach that overlays business objectives with customer experience.

What are the Goals?

Insights – clear understanding of customer needs.
Impact – clear focus on the resulting business value.
Issues/Opportunities – what’s getting in the way, or could be improved, in order to meet customer needs.
Innovate – design solutions that deliver both customer and organizational value.

The Workshop Methodology

Our flagship architectural canvas mapping end-to-end customer transformations.

CX Journey Mapping Complete Canvas Blueprint

1. Create Initial Map

• Persona & Brand Attributes
• Key Trends
• Behavior Line
• On Stage Experience
• Attitudes & Emotions
• Back Stage Support

2. Evaluate

• Evaluate Attitudes
• Prioritize Focus: "Moment that Matters"
• Determine Impact
• Readout Deliverables

3. Explore

• Clarify Needs & Drivers
• Map Emotional Context
• Examine Capabilities
• Audit Roles & Processes

4. Brainstorm

• Define Desired Transformation
• Build CX Design Canvas
• Brainstorm Innovation

5. Design New Experience

• Reality Check (Desirable, Feasible, Viable)
• Redesign Experience
• Build CX Hypothesis

Ready to find your Moments that Matter?

Book a discovery conversation to bring the CX Journey Mapping Workshop to your teams.

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