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 we’ll
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.
You’ll 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.
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 you’ll 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 you’ve 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 journey—a 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.