Customer Experience Journey Mapping

Download Customer Experience Journey Mapping

Post on 15-Apr-2017

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