Customer Journey Mapping (CJM) is a process through which an organization maximizes value by understanding customer interactions at all touch points and through all channels. It can be used as a tool for visualizing how customers interact with your organization in order to research, shop, buy, experience and become an advocate of a product or service of your organization.

In this workshop you will have the opportunity to discover how to effectively carry out a Customer Journey Mapping process. Attendees will receive a CJM Method Pack which will detail an end-to-end CJM process and will include:

- Approaches to Customer Journey Mapping
- Benefits of Customer Journey Mapping
- Hands-on activities to discover and learn about the process in detail
- Templates for mapping out the process
- Methods to measure satisfaction during the process
- How to define Moments of Truth
- Methods to measure success of your Customer Journey Mapping process

Audience: This is a hands-on session for usability practitioners.

Format: Lecture, group discussion and small hands-on group exercises.