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 ...

Download 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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<ul><li><p>This data sheet is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR </p><p>IMPLIED, IN THIS SUMMARY </p><p>Best Practice Experience: </p><p>Customer Journey Mapping at Microsoft </p><p>During the session well </p><p>hear messages from key </p><p>Microsoft leaders such as </p><p>our Chief Information </p><p>Officer, and other key </p><p>stakeholders as they share </p><p>some of the challenges of </p><p>today and their vision for </p><p>the future. </p><p>This session covers How Microsoft Does IT by providing insight into </p><p>how Microsoft IT leverages customer journey mapping to build </p><p>solutions that delight our internal customers. As a participant, you will </p><p>learn the best practices Microsoft has created and employed in creating </p><p>a connected customer experience. </p><p>During the session, we will: </p><p> Define a customer experience persona </p><p> Design a current-state customer journey map </p><p> Identify and prioritize specific opportunities for improvement </p><p> Cover research methodologies and experience measurement </p><p>and analysis to identify issue areas and opportunities </p><p> Utilize root cause analysis to identify initiatives </p><p> Prioritize improvement initiatives </p><p>Throughout the experience, you will learn insider information from </p><p>Microsoft IT subject matter experts. Understanding Microsoft IT best </p><p>practices will equip you with information to drive positive results within </p><p>your own organization. </p><p>This session is intended to be a comprehensive learning experience </p><p>giving you a behind-the-curtain view into the process of creating an </p><p>exceptional user experience at Microsoft. </p></li><li><p>This data sheet is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR </p><p>IMPLIED, IN THIS SUMMARY </p><p>The Customer Journey </p><p>Mapping at Microsoft </p><p>session will be held at </p><p>various Microsoft Campus </p><p>locations globally </p><p>(including Redmond, </p><p>Washington*). Contact </p><p>your Microsoft account </p><p>representative for more </p><p>details or register at </p><p>http://aka.ms/RegisterBPE. </p><p>What you will Learn </p><p>This session will provide you with the awareness, desire and knowledge to </p><p>build a current state customer journey map, identify opportunities, and </p><p>deliver a connected end-to-end customer experience. </p><p>The intent is to provide deep knowledge transfer around these best </p><p>practices in an IT-to-IT learning environment, through rich discussions with </p><p>the subject matter experts that apply these concepts here at Microsoft. Our </p><p>goal is for you to walk away with multiple best practices and approaches to </p><p>customer journey mapping that you can use in your own environments to </p><p>improve your customers experience and business results. </p><p>Youll leave knowing what it takes to run a customer journey mapping </p><p>workshop and when to engage customer journey mapping in your own </p><p>organization in order to prioritize the initiatives needed to drive experience </p><p>improvements. </p><p>*Sessions at selected locations (like Redmond, Washington) may also </p><p>include field trips to the Microsoft Envisioning Center and/or a local </p><p>Microsoft datacenter. See course schedules for dates and individual course </p><p>durations. </p><p>Target Audience </p><p>This Microsoft IT Institute instructor-led session is targeted at business and </p><p>IT decision-makers and leaders, such as principal architects, managers, and </p><p>solution designers. </p><p>Prerequisites </p><p>Working knowledge of building business solutions in large organizations is </p><p>essential to gain maximum value from the session. This session does not </p><p>cover basic project management and software delivery concepts. </p><p>You will get the most out of this session if you have a good understanding </p><p>of your own customer experience and software development processes and </p><p>environments. </p><p>http://aka.ms/RegisterBPE</p></li><li><p>This data sheet is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR </p><p>IMPLIED, IN THIS SUMMARY </p><p>Syllabus The following modules and topics will be covered during this session: </p><p>Welcome to the Customer Journey Mapping at Microsoft Best Practice Experience: An overview of Microsoft IT, the </p><p>Microsoft IT Institute, our subject matter experts, and technologies that will be explored in this session. </p><p>Customer Experience Overview: An overview of customer and partner experience at Microsoft, general principles of user </p><p>experience, why is it important, and how Microsoft IT does it. </p><p>Persona Creation: An introduction to personas; how we identify and prioritize personas; how we gather data and then use </p><p>that data to create a persona for use in customer journey mapping. </p><p>Customer Journey Mapping: A group exercise where youll articulate how touchpoints and interactions relate to your </p><p>end-to-end journey; read a map and understand its various components; associate touchpoints to specific journey stages; </p><p>rate the touchpoints. </p><p>Identification of Improvements: Learn how to use what youve learned to take action and drive measurable results; </p><p>define and prioritize a set of opportunities. </p><p>Data and Analysis: Understand the role of data in customer journey mapping, how to gather it and then what to do with </p><p>it to make meaningful observations. </p><p>Ideal State Journey Mapping: Learn to run and support a customer journey mapping workshop; extend the customer </p><p>journey map to include below-the-line components; validate your map with your stakeholders. </p><p>Mapping below-the-line: Learn the basics of mapping the below-the-line (inside-out) systems, processes, and data and </p><p>applications to the customer journeya unique perspective which points to the systemic issues that drive experience </p><p>disconnects. </p><p>Experience as a Strategy: Learn more about additional steps in order to create full Customer Experience Management </p><p>(CEM) capability. </p><p>Readiness: Learn how we keep our workforce informed and productive on our new and updated business solutions and </p><p>technologies at Microsoft. </p></li></ul>