CX Journey Mapping Workshops Overview Oracle . CX Strategy & Design Workshop . DesigningCX.com Fundamentals of Learning a New Approach One Step at a Time Oracle . CX Strategy & Design Workshop . DesigningCX.com { Goals } CX Journey Mapping Learn a hands-on approach to identify the “Four I’s”:  Insights – clear understanding of customer needs  Impact – clear focus on the resulting business value  Issues/Opportunities – what’s getting in the way, or could be improved, in order to meet customer needs  Innovate – design solutions that deliver both customer and organizational value Oracle . CX Strategy & Design Workshop . DesigningCX.com CX Journey Mapping Workshop. Summary CX Workshops are designed for business leaders, CX professionals, innovators and change-agents. Participants gain hands-on experience mapping customer journeys, diagnosing customer experience issues, identifying opportunities and “moments that matter”, and designing experiences that deliver both customer and business value. Oracle . CX Strategy & Design Workshop . DesigningCX.com CX Journey Mapping Workshop Example Agenda (3.5 hours) Time Section & Format 45 min INTRODUCTION Case study (power of experiences) Crash course in journey mapping Facilitator 120 min JOURNEY MAPPING ACTIVITY Construct journey maps Evaluate experience issues & opportunities Re-imagine & re-design experiences Facilitator Coaches Breakout groups of 5-7 15 min TAKING IT HOME Facilitated discussion Q&A Facilitator + Domain / Industry Expert Oracle . CX Strategy & Design Workshop . DesigningCX.com CX Journey Mapping Workshop Successes Journey Mapping for transformation, collaboration, and strategy CX Transformation Case & Strategy Silo-Busting & Collaboration Requirements Definition Telco leveraging journey mapping and other CX Design methods to create an exec-level business case and strategy for an organizationwide CX transformation University using journey mapping to bring cross-functional teams together, build alignment, and identify actionable projects that immediately benefit students Software company weaving journey mapping into strategic planning efforts to think through requirements for a new technology offering Oracle . CX Strategy & Design Workshop . DesigningCX.com Workshop Feedback “This was, by far, the most beneficial four hours I've ever spent at an Oracle event. I hope collaborative, interactive events like this become more of a mainstay for Open World in the future. This is how you deliver valuable content and create customer loyalty.” “This was so well done. I loved the common-sense approach and the practical outcomes. This just made me think in a different way, about the customer and our brand promise. And it brought key ideas, big ideas, to the foreground.” "This is fantastic. I am excited about what my colleague and I learned during the session and will demonstrate the impact of this critical exercise to my team.” "The approach and Journey Mapping strategy is brilliant and will really help open opportunities to create solutions for clients." Oracle . CX Strategy & Design Workshop . DesigningCX.com Madison, WI Tuesday, March 4, 2014 12:45 p.m. – 4:30 p.m. Sprecher’s Restaurant Hophaw room 1262 John Q Hammons Madison, WI 53717 Oracle . CX Strategy & Design Workshop . DesigningCX.com