Customer Experience Journey Mapping
- 1. Oracle . CX Strategy & Design Workshop Introductions & Goals CX Strategy & Design Boot Camp
- 2. Oracle . CX Strategy & Design Workshop Empowering CX Strategies Investing To Help Our Clients Define CX problems & Redesign a New Experience
- 3. Oracle . CX Strategy & Design Workshop { Goals } • Learn the fundamentals of CX Strategy & Design and how to catalyze customer experience transformations • Gain hands-on experience with CX Journey Mapping and fixing CX gaps, a powerful approach for CX discovery • Get insight how CX redesign influences your bottom line business CX Strategy & Redesign Workshops
- 4. Oracle . CX Strategy & Design Workshop Results CX Redesign Dina: “this is of great value for our business, what an experience!” Heinz: “The hands-on experience is perfect. This makes me really enthusiastic!” Hieke: “Very inspiring!” Roel Van den Bergh: Lead Avalanche
- 5. Oracle . CX Strategy & Design Workshop Getting Started with CX Redesign Program Goals CX Strategy & Redesign Methodology Workshops 3-4 hours CX Awareness & learning the Oracle Methodology Specific CX Strategy & Redesign Workshop 1-2 days Working together with you to define CX Gaps for one key customer interaction CX ROI workshop 1,5 day Creating a business impact CX ROI for fixing your CX gaps. The Workshop Program
- 6. Oracle . CX Strategy & Design Workshop cus·tom·er ex·pe·ri·ence The sum of all experiences a consumer has with a supplier of goods or services, over the duration of their relationship with that supplier. http://en.wikipedia.org/wiki/Customer_experience
- 7. Oracle . CX Strategy & Design Workshop The Goal: Aligning Brand Promise and Reality BUY Market & Sell OWN Support & Serve
- 8. Oracle . CX Strategy & Design Workshop Today’s Customer Journeys are Complex WEB CONTACT CENTER IN-STORE CATALOG MOBILE EMAIL SOCIAL NEED RESEARCH SELECT PURCHASE MAINTAIN RECOMMEND RECEIVE USE Read Reviews Comparison Site Web Search Ask Facebook Friends For Recommendations Visit Retail Store Chat Email Order Confirm w/Rec Pickup Local Store Tweet About Purchase Experience Ask for Help on Community Chat Room Product Info Order Online Kiosk Change Order Select Product Browse Catalog Order Online Call for Info about Add-on Accessories WEB CONTACT CENTER IN-STORE CATALOG MOBILE EMAIL SOCIAL
- 9. Oracle . CX Strategy & Design Workshop Broken Journeys drive customers away NEED RESEARCH SELECT PURCHASE MAINTAIN RECOMMEND RECEIVE USE Read Reviews Comparison Site Web Search Ask Facebook Friends For Recommendations Visit Retail Store Chat Email Order Confirm w/Rec Pickup Local Store Tweet About Purchase Experience Ask for Help on Community Chat Room Product Info Order Online Kiosk Change Order Select Product Browse Catalog Order Online Call for Info about Add-on Accessories WEB CONTACT CENTER IN-STORE CATALOG MOBILE EMAIL SOCIAL
- 10. Oracle . CX Strategy & Design Workshop Resulting In Significant Business Impact • Harder to acquire new customers to drive revenue • Increasing complexity to achieve and retain profitable relationships • More difficult to leverage and grow investments efficiently Creating An Inability to Sustain Grow & Profit Disruptive Change Increasing Complexity Ineffective Execution
- 11. Oracle . CX Strategy & Design Workshop Embrace The Opportunity To Change Through all of your organization • Gain the confidence to reimaging Customer Experience • Learn the discipline to find, prioritize and evaluate CX gaps • Drive innovation to achieve and sustain leadership Change Your Approach, For A Different Result Increasing Complexity Ineffective Execution Disruptive Change
- 12. Oracle . CX Strategy & Design Workshop BUY Market & Sell OWN Support & Serve Improving CX 1: Identify and Solve weak points
- 13. Oracle . CX Strategy & Design Workshop Improving CX 2: Enable seamless journeys WEB CONTACT CENTER IN-STORE CATALOG MOBILE EMAIL SOCIAL NEED RESEARCH SELECT PURCHASE MAINTAIN RECOMMEND RECEIVE USE Read Reviews Comparison Site Web Search Ask Facebook Friends For Recommendations Visit Retail Store Chat Email Order Confirm w/Rec Pickup Local Store Tweet About Purchase Experience Ask for Help on Community Chat Room Product Info Order Online Kiosk Change Order Select Product Browse Catalog Order Online Call for Info about Add-on Accessories WEB CONTACT CENTER IN-STORE CATALOG MOBILE EMAIL SOCIAL NEED RESEARCH SELECT PURCHASE MAINTAIN RECOMMEND RECEIVE USE WEB CONTACT CENTER IN-STORE CATALOG MOBILE EMAIL SOCIAL
- 14. Oracle . CX Strategy & Design Workshop Fundamentals of a new approach
- 15. Oracle . CX Strategy & Design Workshop experiences influence resultsattitudes drive behaviors deliver
- 16. Oracle . CX Strategy & Design Workshop http://dschool.stanford.edu/student/doug-dietz/
- 17. Oracle . CX Strategy & Design Workshop http://dschool.stanford.edu/student/doug-dietz/
- 18. Oracle . CX Strategy & Design Workshop
- 19. Oracle . CX Strategy & Design Workshop { The Experience } Understanding & Reimaging the Patient Experience
- 20. Oracle . CX Strategy & Design Workshop 1. Actions 2. People 3. Things OnStage 4. Attitudes BackStage 5. People 6. Things Select a specific customer to map
- 21. Oracle . CX Strategy & Design Workshop Evaluate and Prioritize Look for issues and opportunities
- 22. Oracle . CX Strategy & Design Workshop Understand & Empathize Ask why, create empathy maps Why? Why? Why?
- 23. Oracle . CX Strategy & Design Workshop http://dschool.stanford.edu/student/doug-dietz/
- 24. Oracle . CX Strategy & Design Workshop Reframe the Problem Use a deep understanding of needs
- 25. Oracle . CX Strategy & Design Workshop Redesign Experiences Ideate, Prototype, Test
- 26. Oracle . CX Strategy & Design Workshop Redesign Experiences Influence Attitudes to Change Behaviors Influence Influence Influence
- 27. Oracle . CX Strategy & Design Workshop
- 28. Oracle . CX Strategy & Design Workshop Crash Course in Journey Mapping
- 29. Oracle . CX Strategy & Design Workshop http://icsa.on.ca/what-is-a-customer-journey-map-and-how-do-you-extract-value-from-it/ cus·tom·er jour·ney map …visually illustrates customers’ processes, needs, & perceptions throughout their interaction and relationship with an organization
- 30. Oracle . CX Strategy & Design Workshop When Can Journey Mapping Be Used? • Understanding & diagnosing experiences • Designing experiences (redesign existing, create new) • Implementing (as blue prints) • Communicating (align, train, orient)
- 31. Oracle . CX Strategy & Design Workshop
- 32. Oracle . CX Strategy & Design Workshop
- 33. Oracle . CX Strategy & Design Workshop
- 34. Oracle . CX Strategy & Design Workshop CX Journey Mapping Tips Identify a specific customer process (prospects, frustrated customers, extreme users…) Identify key brand attributes (interactions, offerings, promises) Work from point A to B (map upstream and down) Keep it collaborative (use post-it notes, life-size artifacts) Start with assumptions (then validate and gather more data) Focus on moments that matter (start lo-res, use appropriate detail) Getting started…
- 35. Oracle . CX Strategy & Design Workshop Act on what you discover CX Identify Prioritize DesignTest Deploy Routinely reimagine, redesign, redeploy experiences Identify & evaluate areas of opportunity needs & attitudes, challenges, points of action and decision Prioritize experiences worth addressing moments that matter, value exchanges, points of leverage Design experiences around journey needs design on stage & back stage, influence attitudes to change behaviors Test and validate new experiences confirm new experiences work as expected before scaling them Deploy and measure against objectives align and equip people processes, and technology in measurable ways