Telco technical

& business courses

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Customer Experience Journey Mapping Workshop

customer care & marketing
available worldwide
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Who Should Attend?

Customer Experience Journey Mapping (CEJM) is a special process improvement methodology developed for improving customer-facing processes. It is based on an "Outside-In" approach for process improvement - where the process is defined from the customer perspective - and on the execution of Lean Methodology. CEJM is a very powerful method used by many customer-facing organisations (such as banks, telecoms, service companies and sales organisations) to create processes that improve customer satisfaction and loyalty while remaining cost efficient.

This course is designed for anyone who works in customer care, sales, or marketing. It is offered for 2 groups, up to 5 participants each.

 

Course Scope

The training consists of 3 parts. The first part (preparation) is conducted in advance offsite with minimal trainee participation, the second part is a hands-on workshop, and third part is the trainees’ presentation and brainstorming session. The second and third parts are conducted onsite over a period of 2 days.

  1. Process Identification - remote.
    • The trainer works with 1-2 of your employees to identify which two processes are good examples to be analysed in the training.
    • This part requires your company’s case material to be prepared by the trainer (approx. 3-4 phone discussions). To make the next steps easier, it is recommended that you then translate this material into the local language.
  2. Process Analysis – on site. The workshop includes the following steps:
    • Method introduction and case examples – 1.5h, both groups. Presentation explains method benefits, gives real-world cases of “Outside-In” process design and introduces the participants to the exercise.
    • Exercise – approx. 3h, each group separately. The exercise is based on a selected process (one for each group). The trainer acts as group facilitator, but at this stage does not contribute to the process analysis. The exercise includes:
      • Defining customer experience – the feelings and motivations of a customer during each step of the selected process.
      • Defining people, tools, systems and documents involved in each step of the process.
      • Identifying corporate KPIs that are affected by the process.
      • Pinpointing the “turning point” in the process – the process step that has critical impact on customer experience.
      • Identifying required changes, benefits, and company prerequisites for that “turning point” – building a base for a mini-business case of process improvement.
      • Preparing output in the template provided by the trainer.
    • Presentation preparation -1.5h, each group separately. The trainer works with the group to prepare presentation material suitable to be given to the management and used in the decision process.
    • Note: the same exercise is repeated the next day with the second group.
  3. Result presentation & change target selection – on site. The objective of this part is to discuss exercise results and to prepare further processes for analysis. This step is conducted on the day after part 2 and consists of:
    • Group presentation – 1.5h. Group presentation can be delivered in your local language. This is an internal test and dry-run of the management presentation. This step is also part of the methodology and is considered necessary for the preparation of successful process change. Each group presents their results to the other. The presentations are discussed and changes / improvements suggested by the team.
    • Process selection – 1.5h. Brainstorming session to identify which processes should be improved next. Prioritisation exercise to teach participants a straightforward way to prioritise issues.

Course Objectives

During this course the participants will:

  • Learn how to use the Customer Experience Journey Mapping methodology, so they will be able to analyse and improve further processes themselves.
  • Analyse two actual processes, immediately starting process improvement in your company.

 

Prerequisites

Participants should be very familiar with actual customer-facing processes & operations in the company.

 

Training Structure

Instructor-led training and workshop. Lecture and exercises.

 

Methodology

This course is a hands-on workshop in using Customer Experience Journey Mapping methodology as applied to your company’s specific situation. The instructor-led part is minimal and most of the training requires active participation in which the trainer acts as facilitator only.

Experienced trainer. Excellent descriptions.

Mr. Ahmad Doar, Mobily, KSA

I am very impressed with the trainer's knowledge and experience.

Mr. Mouin Al Saghir, Vivacell

The trainer is capable of answering all my questions.

Ms. Ana Gheorghe, Vodafone RO

This course will be very useful in my daily work.

Mr. Leopoldino Ferreira, Unitel Angola

Trainer is open for comments and discussion.

Ms. Natalya Nerubenko, Life Ukraine

Many different people from different operators can share their problems and ideas.

Mr. Omar El-Fiky, Vodafone Egypt

Very clear explanations.

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The best training ever.

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Ms. Ledia Meici, AMC Albania

The course exceeded my expectations. Hats off!

Mr. Adnan Syed, Mobily

The whole course was very valuable.

Mr. Sayyid Ali, Dhiraagu Maldives

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Mr. Ariel Haxhiu, Eagle Mobile, AL

I received a lot of useful information which I use in my work every day.

Ms. Viktoriya Gusarova, Beeline RU

Professional, high-quality trainer.

Mr. Gagik Shatveryan, Vivacell

A lot of useful materials and knowledge.

Mr. Shukhrat Khaydar, UCell

Very well organized training programmes.

Mr. Mihnea Teodorescu, Cosmote, RO

Highly professional trainer with lots of practical experience. Friendly and open.

Ms. Olga Rudnicka, Tele2 Latvia

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Mr. Muhammad Ali, Mobilink Pakistan

More than excellent course!

Ms. Inessa Mijiferjyan, Vivacell

Very effective training methods.

Ms. Erjona Xhemali, AMC Albania

Trainers have passion to teach & impart knowledge.

Mr. Kanchan Chitrakar, Ncell Nepal

Good logical structure of the course and explanation.

Ms. Elena Shevtsova, Beeline, KZ

Trainer was able to answer practical questions.

Mr. Daniel Krolikowski, Play Poland

Unique training covering the most important areas of my work.

Mr. Eldar Mursaqulov, Azercell

The training exceeded my expectations.

Ms. Irida Gjashta, AMC Albania

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Ms. Inga Tomsone, Tele2 Latvia

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Mr. Evgeniy Dmitriev, Astelit Ukraine

A good approach to a complex problem.

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Really practical and very fruitful training.

Mr. Niroj Raya, NCell Nepal

Seminar entirely for Telecommunication operators. A lot of issues covered.

Ms. Pinelopi Tragoudara, Vodafone GR

Great teacher with deep knowledge and experience.

Mr. Philippe Wrzecionek, TATA

Experienced trainer. Real cases with references to recommendations.

Mr. David Curkan, T-Mobile Croatia

I can proudly recommend these courses for others as well.

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Trainer understands local market experience.

Mr. Andrew Sweetman, Wataniya

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Mr. Ashish Shrestha, NCell Nepal

Deep and detailed topic analysis.

Mr. Mohamed Sabry, Vodafone Egypt

Regardless of technology I received theoretical and practical answers.

Mr. Kosta Pribić, T-Mobile Croatia

Trainer understands local market experience.

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Excellent methodology of teaching. Simple and easy to understand training.