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.
/ 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
/ 19/01/2020 - 10:00–11:30 am CET (GMT+1)
/ 26/01/2020 - 10:00–11:30 am CET (GMT+1)
/ 02/02/2020 - 10:00–11:30 am CET (GMT+1)
/ 09/02/2020 - 10:00–11:30 am CET (GMT+1)
/ 16/02/2020 - 10:00–11:30 am CET (GMT+1)
/ 23/02/2020 - 10:00–11:30 am CET (GMT+1)