Best Practice Experience: Customer Journey Mapping Practice Experience: Customer Journey Mapping at ... Welcome to the Customer Journey Mapping at Microsoft Best ... journey map to include ‘below-the

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  • This data sheet is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR

    IMPLIED, IN THIS SUMMARY

    Best Practice Experience:

    Customer Journey Mapping at Microsoft

    During the session well

    hear messages from key

    Microsoft leaders such as

    our Chief Information

    Officer, and other key

    stakeholders as they share

    some of the challenges of

    today and their vision for

    the future.

    This session covers How Microsoft Does IT by providing insight into

    how Microsoft IT leverages customer journey mapping to build

    solutions that delight our internal customers. As a participant, you will

    learn the best practices Microsoft has created and employed in creating

    a connected customer experience.

    During the session, we will:

    Define a customer experience persona

    Design a current-state customer journey map

    Identify and prioritize specific opportunities for improvement

    Cover research methodologies and experience measurement

    and analysis to identify issue areas and opportunities

    Utilize root cause analysis to identify initiatives

    Prioritize improvement initiatives

    Throughout the experience, you will learn insider information from

    Microsoft IT subject matter experts. Understanding Microsoft IT best

    practices will equip you with information to drive positive results within

    your own organization.

    This session is intended to be a comprehensive learning experience

    giving you a behind-the-curtain view into the process of creating an

    exceptional user experience at Microsoft.

  • This data sheet is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR

    IMPLIED, IN THIS SUMMARY

    The Customer Journey

    Mapping at Microsoft

    session will be held at

    various Microsoft Campus

    locations globally

    (including Redmond,

    Washington*). Contact

    your Microsoft account

    representative for more

    details or register at

    http://aka.ms/RegisterBPE.

    What you will Learn

    This session will provide you with the awareness, desire and knowledge to

    build a current state customer journey map, identify opportunities, and

    deliver a connected end-to-end customer experience.

    The intent is to provide deep knowledge transfer around these best

    practices in an IT-to-IT learning environment, through rich discussions with

    the subject matter experts that apply these concepts here at Microsoft. Our

    goal is for you to walk away with multiple best practices and approaches to

    customer journey mapping that you can use in your own environments to

    improve your customers experience and business results.

    Youll leave knowing what it takes to run a customer journey mapping

    workshop and when to engage customer journey mapping in your own

    organization in order to prioritize the initiatives needed to drive experience

    improvements.

    *Sessions at selected locations (like Redmond, Washington) may also

    include field trips to the Microsoft Envisioning Center and/or a local

    Microsoft datacenter. See course schedules for dates and individual course

    durations.

    Target Audience

    This Microsoft IT Institute instructor-led session is targeted at business and

    IT decision-makers and leaders, such as principal architects, managers, and

    solution designers.

    Prerequisites

    Working knowledge of building business solutions in large organizations is

    essential to gain maximum value from the session. This session does not

    cover basic project management and software delivery concepts.

    You will get the most out of this session if you have a good understanding

    of your own customer experience and software development processes and

    environments.

    http://aka.ms/RegisterBPE

  • This data sheet is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR

    IMPLIED, IN THIS SUMMARY

    Syllabus The following modules and topics will be covered during this session:

    Welcome to the Customer Journey Mapping at Microsoft Best Practice Experience: An overview of Microsoft IT, the

    Microsoft IT Institute, our subject matter experts, and technologies that will be explored in this session.

    Customer Experience Overview: An overview of customer and partner experience at Microsoft, general principles of user

    experience, why is it important, and how Microsoft IT does it.

    Persona Creation: An introduction to personas; how we identify and prioritize personas; how we gather data and then use

    that data to create a persona for use in customer journey mapping.

    Customer Journey Mapping: A group exercise where youll articulate how touchpoints and interactions relate to your

    end-to-end journey; read a map and understand its various components; associate touchpoints to specific journey stages;

    rate the touchpoints.

    Identification of Improvements: Learn how to use what youve learned to take action and drive measurable results;

    define and prioritize a set of opportunities.

    Data and Analysis: Understand the role of data in customer journey mapping, how to gather it and then what to do with

    it to make meaningful observations.

    Ideal State Journey Mapping: Learn to run and support a customer journey mapping workshop; extend the customer

    journey map to include below-the-line components; validate your map with your stakeholders.

    Mapping below-the-line: Learn the basics of mapping the below-the-line (inside-out) systems, processes, and data and

    applications to the customer journeya unique perspective which points to the systemic issues that drive experience

    disconnects.

    Experience as a Strategy: Learn more about additional steps in order to create full Customer Experience Management

    (CEM) capability.

    Readiness: Learn how we keep our workforce informed and productive on our new and updated business solutions and

    technologies at Microsoft.