Free

Morning Workshop: Introduction to Customer Journey Mapping

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Location

Conference Room 1

First Floor

220 High Street

Glasgow

G4 0QW

United Kingdom

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Event description

Description

This event is now full but an afternoon session is available.

Please sign up at:

https://www.eventbrite.co.uk/e/afternoon-workshop-introduction-to-customer-journey-mapping-tickets-42005769387


Who can attend?

The workshop is only open to local government and local government partners.

This is a step-by-step introductory course and those who have little or no experience of change management techniques and customer journey mapping are encouraged to attend. Front line staff and service managers in particular may find this workshop helpful, but anyone is welcome to attend.


What's covered?

Customer Journey Mapping is an improvement tool used to map key journey steps with the customer in mind. An actual individual’s experience, or a customer demographic type using data can be mapped by walking in their shoes or using investigative skills and techniques.

In the workshop, you will:

  • Learn more about what customer journey mapping is,
  • Carry out practical exercises with the use of templates and
  • Find out how it can help inform/support change within local government.

The training is suitable for anyone who is interested in improving ways of working. Customer journey mapping works best when you have real customer experiences to draw on, so frontline staff can play a vital role in helping create a good customer journey map.


What you should know

No previous knowledge or experience of customer journey mapping is required to attend the workshop.

What you need to bring along on the day

Any customer feedback, surveys, data and analytics pertinent to the area of customer journeys you wish to map would be useful on the day but not essential.

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Date and Time

Location

Conference Room 1

First Floor

220 High Street

Glasgow

G4 0QW

United Kingdom

View Map

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