Transcript
Page 1: Best Practice Experience: Customer Journey Mapping · PDF fileBest Practice Experience: Customer Journey Mapping at ... Welcome to the Customer Journey Mapping at Microsoft Best

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.

Page 2: Best Practice Experience: Customer Journey Mapping · PDF fileBest Practice Experience: Customer Journey Mapping at ... Welcome to the Customer Journey Mapping at Microsoft Best

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.

Page 3: Best Practice Experience: Customer Journey Mapping · PDF fileBest Practice Experience: Customer Journey Mapping at ... Welcome to the Customer Journey Mapping at Microsoft Best

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.


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