This masterclass is a combination of talks, interactive workshops, and coaching plus homework and peer feedback.
In a small group of maximum 15 participants, you'll build up a high-level journey map for your organization, learn the journey map components needed for JM Ops, and create a set of linked sub-journeys.
You can involve your team and start building up the governance system of journey map coordinators in your organization. In the end, you'll end up with a Journey Map hierarchy for your organization, a structure to use journey maps as a dashboard for customer and employee experience including customer/employee pain points, previous/ongoing/planned projects, KPIs, research data, etc.
You'll be able to identify overlaps and contradictions between projects early on and coordinate multiple agile projects from a truly customer-centric perspective.
All attendees will receive a This is Doing Certificate signed by Marc Stickdorn, accredited SDN Master Trainer.
The Customer Journey Ops course with Marc is a great opportunity to learn and practice how you can build, connect and manage your customer journeys in a way that's relevant and useful for your organization. Marc provides theoretical grounds along with his insights and examples from different industries that help you and your team to build a clear repository of journeys that can be linked together and introduced into a journey mapping software tool as a single source of truth. This is a course that will help you build a foundation for a systematic approach to managing and designing better customer experiences across your organization.
Co-founder and director - Servis 8, Slovenia
/ Keep a hierarchy of maps that are always up-to-date
/ Build a repository of previous projects and research data
/ Coordinate all projects in your organisation with impact on CX/EX
/ Use Journey Maps as a dashboard of customer and employee pain points, projects, and KPIs
/ Actively build bridges between organisational silos
/ 23/02/2021 - 10:00–11:30 am CET (GMT+1)
/ 02/03/2021 - 10:00–11:30 am CET (GMT+1)
/ 09/03/2021 - 10:00–11:30 am CET (GMT+1)
/ 16/03/2021 - 10:00–11:30 am CET (GMT+1)
/ 23/03/2021 - 10:00–11:30 am CET (GMT+1)
/ 30/03/2021 - 10:00–11:30 am CET (GMT+1)