Beyond mapping
Operationalize Journeys
Drive impact
JourneyOps Workshop
Agenda
March 27th, 9:00 – 16:00
09:00
Why journey management
Explore how journey management enhances both customer experience and operational efficiency. We will focus on the challenges journey management addresses and the expected return on investment.
09:30
Journey atlas & journey levels
Discover how to define a journey hierarchy/framework and structure customer journeys effectively, from macro to micro levels, and how to choose the right journeys to start with.
10:15
Customer insights & CX metrics
Learn how to systematically start cumulating customer understanding on journeys and how to build CX metrics onto your journeys.
11:15
Integrating business goals & metrics
Understand how to align your business objectives with customer journeys and visualise success through a performance dashboard.
12:15
Lunch break
13:00
Governance model
Mapping journeys is only the beginning. You need a robust governance framework to start making an impact to your organisation’s way of working. In this section, we cover key journey management processes and roles.
14:30
Operationalising journey management
Even if you start small, you need to build a standardised foundation that enables you to scale and operationalise journey management. Here we focus on identifying what you need to standardise.
15:30
Journey management platforms
How do you choose the right journey management tool, or do you need one at all? This section introduces key options and their differences, helping you decide if a platform is necessary and which one suits your organisation’s needs.
16:00
Workshop ends
WORKSHOP + MENTORING
1-day workshop + mentoring. Master journey management and get tailored support for your organisation.
Includes:
✅ Full-day workshop
✅ Course materials and templates
✅ Lunch & refreshments
✅ 90 day access to the recording
✅ 3 post-workshop mentoring sessions​
Limited offer: 50% Off!
4100 DKK (6500 SEK)
