
The O.G. (Original Goldfish)
Journey Mapping to Transform Your Customer Experience
Workshop:
Two-Hour, Half-Day or Full-Day
This hands-on workshop guides participants through the essential process of journey mapping to create a standout customer experience that fosters loyalty and drives growth. In a world of commoditization, the brands that stand out are those that deliver differentiated experiences customers can truly feel. Customer experience is not just about what you say but what you do—each interaction is an opportunity to set your brand apart and strengthen customer relationships. With journey mapping as the foundation, this workshop equips participants to pinpoint moments that matter most to customers, identify gaps, and create intentional, memorable experiences. Participants will learn actionable strategies to design experiences that benefit both the customer and the bottom line.
Target Audience:
This collaborative workshop is designed for leaders and team members with the authority to drive change and those who directly shape customer interactions. Participants will engage with best-in-class examples, hands-on CX design exercises, and leave with practical tools and bold ideas to bring immediate value to their customer experience strategy.Key Takeaways:
- Drive differentiation by understanding the attributes customers value the most to identify ideal employee behaviors.
- Identify Gaps and Opportunities in the customer journey to increase efficiency and meet evolving customer expectations.
- Get equipped with essential tools/techniques to transform the customer experience.
Best Practices:
- For maximum effectiveness, workshops are best limited to 30 participants.
- Workshop interactivity is enhanced by having participants willing to engage in exercises and apply the principles.