Contact:

Bruce Temkin 
Temkin Group 
workshops@temkingroup.com 
(617)916-2075 

When

Wednesday June 14, 2017 at 8:00 AM 
to
Thursday June 15, 2017 at 4:30 PM 

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Where

Hilton Boston Back Bay 
40 Dalton Street
Boston, MA 02115
 

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

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. 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. During this workshop, attendees will learn to:

  • Create customer journey maps. Learn the key elements of an effective customer journey map and go through some of the steps for developing a draft customer journey map during guided exercises.
  • Incorporate design personasLearn about the importance of design personas and how to create them.
  • Use customer journey maps. Develop a plan for getting immediate and long-term value from CJMs inside your organization
  • Drive actions with customer journey mapsExplore ways to improve customer experiences based on moments of truth identified in customer journey maps.
  • Lead internal sessions. Take away templates and guidance for leading customer journey mapping sessions in your organization.

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 Boston in the summer!
  
Pictures from previous workshops

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

In the workshop, attendees will go through some of the steps for developing a draft customer journey map. To prepare for the exercises, attendees will be asked to identify a target customer who will be the focus of the persona development exercise and the “main character” of the customer journey map. To help with this, we recommend attendees think about in advance the target customer and a specific customer journey they would like to work on during the workshop. 

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 four or more weeks before the start of the workshop will receive a full refund minus a $150 handling fee.
  • Cancellations between four and three weeks before the start of the workshop will receive a 50% refund.
  • Cancellations between three and two weeks before the start of the workshop will receive a 25% refund.
  • There are no refunds for cancellations less than two weeks before the start of the workshop
  • 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

You can register with a credit card on this websitee. 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.

Hotel Reservations

We've blocked a limited number of rooms at the Hilton Boston Back Bay. Use this link to reserve rooms in our block or contact the hotel directly at 617-236-1100 and mention Temkin Group or "TEMJ" to reserve a room.

Here's how the hotel is described on its website:

With a unique glass building that offers stunning panoramic views of the Boston skyline, Hilton Back Bay hotel is the perfect setting for world-class shopping, dining, business meetings and events. Our hotel offers 15 meeting rooms with over 15,000 sq. ft. of meeting and event space and is across the street from Hynes Convention Center. Looking to see a Boston Red Sox game? We are located within walking distance of Fenway Park.

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.