Mapping and Improving Your Customers’ Journey
Two Day Hands-On Workshop

 

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Registration Fees: $1,895 per attendee

The workshop fee includes all materials, breakfast for two days, lunch for two days, and dinner on the first night. Attendees are responsible for all of their travel/hotel costs and arrangements.

Don't Miss This Highly Interactive Two-Day Workshop

Every customer is on a journey, yet companies treat each customer interaction as if it's an isolated event. To improve customer experience, organizations must understand and cater to their customer's entire journey. As a first step...

Get out of your office and immerse yourself in a highly interactive two days in Boston. Learn leading-edge approaches to customer experience (CX) management by creating and using customer journey maps. Even if your firm uses consultants to build customer journey maps, this workshop will provide you with the solid foundation required to gain the most value from those vendors.

This workshop is ideal for executives as well as individual contributors who are responsible for improving CX. We use a combination of presentations, group discussions, small group exercises, and individual projects to help attendees learn and apply leading-edge practices.

• Creating customer journey maps. Learn the key elements of an effective customer journey map and develop a draft customer journey map through a series of guided exercises.
• Using customer journey maps. Develop a plan for getting immediate and long-term value from CJMs inside your organization
• Creating and using design personas. Learn about the importance of design personas and how to create them.
• Applying People-Centric Experience Design (PCxD). Learn the principles of PCxD and how to apply them to improve your customer's journey.

Who should attend?

This workshop is ideal for executives as well as individual contributors who are responsible for improving customer experience and are looking for a more practical, disciplined approach to use within their organization.

Why should you attend?

• Understanding of customer experience best practices
• Accessing Temkin Group tools and methodologies
• Networking with other customer experience professionals
• Enjoying a fun time in Boston in the Summer

  
Pictures from previous workshop

Registration fees: $1,895 per attendee

The workshop fee includes all materials, breakfast for two days, lunch for two days, and dinner on the first night. Attendees are responsible for all of their travel costs and arrangements.

Register soon -- space is limited!

Download agenda (.pdf)

Pre-Workshop Preparation

Attendees will be creating a design persona for a key customer segment and a journey map to reflect the experience of that design persona. The output of those exercises will be more valuable if the attendees gather research about target customers and information about their current needs or experiences.

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Cancellation Policy

We understand that plans change, so we want to give you as much flexibility as possible. But we also want to make sure that we are prepared for the right number of attendees. So we've developed this cancellation policy:

• Cancellations before June 15th will get all of their money refunded except for a $100 handling fee.
• Cancellations between June 15th and July 5th will get $1,000 refunded.
• Cancellations after July 6th will not be refunded.
• Attendees can designate another person from their organization to attend in their place at any time.
• All notifications should be sent to workshops@temkingroup.com.

Invoicing Versus Credit Card Payment

Most attendees fill out this online form and pay via credit card. If you would like to pay via check or have Temkin Group invoice your company, then download and complete this form and either fax it to (617) 663-­6124 or email it to workshops@temkingroup.com. If oyu chose to register in this manner, then your spot in the workshop is not guranteed until you receive confirmation from Temkin Group.

Hotel Reservations

We've blocked a small number of rooms at the Sheraton Boston Hotel. Contact the hotel directly at 888-627-7054 and mention Temkin Group to reserve a room.

About Temkin Group

Temkin Group is widely recognized as a leading customer experience research and consulting firm. Many of the world’s largest brands rely on its insights and advice to steer their transformational journeys. Temkin Group combines customer experience thought leadership with a deep understanding of the dynamics of organizations to help accelerate results. Rather than layering on cosmetic changes, Temkin Group helps companies embed practices within their culture by building four critical competencies: Purposeful Leadership, Employee Engagement, Compelling Brand Values, and Customer Connectedness. The firm’s ongoing research identifies leading and emerging best practices across a wide range of activities for engaging the hearts and minds of customers, employees, and partners.