Journey framework design – Essense Academy
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Journey framework design

2* day training -

To really make a difference for your customer, coherence between journeys is necessary. Only then will a coherent, consistent experience of the brand and service delivery be created across all touchpoints. The journey framework offers the best tool for this.

* Currently as remote training including 1-hour coaching 

IN THIS TRAINING YOU WILL LEARN …


  • Identifying the most important customer journeys at a micro and macro level
  • Determining the mutual relationship and cohesion of the journeys, from the perspective of the customers and the business drivers
  • Drawing up a journey framework
  • Making the framework measurable, or in other words setting up the CX performance

THERE ARE MANY VALUABLE CUSTOMER INSIGHTS, BUT DO YOU STILL FEEL THAT THE CUSTOMER EXPERIENCE IS NOT YET MAKING THE RIGHT IMPACT?

To work with the entire company to create a brand-driven customer experience, it is necessary that all initiatives contribute to the same goal. Gain control and make an impact by first providing insight into the relationship in the journey framework.

Agenda

A TRAINING AIMED AT LEARNING AND APPLYING

We give you the tools and best practices to arrive at an effective framework, but above all let you get started right away, so that you can immediately put the theory into practice.

Day 1
Essense_Studio_20_069
Day 1 | 09.30 a.m. – 13.00 p.m.

The basics

We start with an introduction to the journey framework: what elements does it contain, what is the difference between macro and micro journeys, how do you set it up, for what purposes can you use it and when is it useful to create one?

Dag 2
Essense_Studio_20_031
Day 2 | 09.30 a.m. – 13.00 p.m.

EVERYTHING IN A CLEAR FRAMEWORK AND THE EFFECT OF THE JOURNEY FRAMEWORK

In the second part we go into depth. How do you get from several  individual customer journeys to a journey framework? You will experience what types of journeys there are and how you can set priorities in the mutual relationship. Through examples and exercises we teach you how to create journey frameworks yourself.

Finally, we discuss how to make the framework measurable. What are relevant KPIs? How do you translate goals and strategy into providing insight into CX results? And of course; How can you include various stakeholders in the effect of this framework?

WHO IS THIS TRAINING FOR?

If you are responsible for overseeing and coordinating teams and projects in your work, this training is relevant for you. For example, you are a Journey Owner, Portfolio Manager, Innovation Lead or Transformation Director. The journey framework helps everyone orchestrate activities for a better customer experience. As part of the training, you will receive a 1-hour coaching moment afterwards for all your questions about applying the journey framework within your organisation.

Personal training or in-house program

The journey framework training is set up in such a way that each participant can apply the acquired knowledge to his or her situation and goals. But we can also tailor the components to your specific needs or put together a special in-house program for your organisation. Please contact us to discuss this.

Do you have any questions?

Do you want more information or are you not sure if this training is something for you? Please contact us at academy@essense.eu. Or leave your e-mail address here and you will hear from us as soon as possible!

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