Integrated Customer Journey Planning

Explore a pragmatic approach to customer journey planning through the development of Customer Journey Maps. Integrate customer facing processes with operational, back-office processes to deliver an improved customer experience.

Our approach identifies their major touch points between an organisation and their customers. Journeys are then defined, from the customer’s perspective. By using engaging design thinking approaches, you identify the optimal process for your client enabled by innovative people and technology solutions.

Learning Outcomes

  • Understand the value of Customer Journey Maps
  • Identify opportunities to Customer Journey Maps
  • Develop Customer Journey Maps
  • Utilise the maps to deliver value
  • Integrate journey maps with operational process models
  • Manage Customer Journey Maps through your process repository

Audience

Front office function managers actively looking to drive improvements in in how their business interacts with customers.

Course Outline

  • Customer Journey Mapping Overview
  • Identifying Customer Needs
  • Preparing the Customer Service Proposition
  • Defining & Designing the Priority Customer Journeys
  • Identifying Supporting Capabilities
  • Work Packages: Definition & Prioritisation
  • Implementing Change

UK / Europe

Location  Kingston-upon-Thames , Greater London
Schedule
Duration 1 day
Time  09:30 – 16:30
Price  £250
Contact Us  academy@bpm-d.com
+44 (0)20 8546 2412
Note : Lunch, drinks & materials will be provided. Please ensure that you bring a laptop & charger.
Register Now

US / America

Location Philadelphia, Pennsylvania
Schedule
Duration 1 day
Time 10:00 – 17:00
Price $440
Contact Us  academy@bpm-d.com
+1 (0)484 557 6794
Note : Lunch, drinks & materials will be provided. Please ensure that you bring a laptop & charger.
Register Now

South Africa

Training calendar for 2018 being finalized.

Register your interest here.

Private

Available on Request, Contact Us for Details

Contact Us

Email: academy@bpm-d.com

UK Phone: +44 (0)20 8546 2412

US Phone: +1 (0)484 557 6794