JOURNEY MAP COURSE

Journey Map Facilitation Skills

Customer, Employee & Partner Journey Maps

Live remote course.

  • Learn how to prevent customer issues via expectations personas that guide EVERY work group’s performance company-wide!
  • Discover how to drive cross-organizational actioning to full completion for impressive ROI

Agenda:

Draft a Persona & Map

  • Jobs-to-be-done
  • Expectations persona
  • Strategic impact journey

Analyze Stakeholders

  • Each participant’s WIIFM
  • Engagement plan
  • Action roadmap

Build Facilitation Skills

  • 6 A’s for ROI
  • Create exercises
  • Self-assessments

Book now

Sign up for this train-the-trainer course today!

Send your preferences and goals by email to Success at ClearAction.com.

For 5-9 participants, specify quantity at $600 per person with this link

For 10+ participants, specify quantity at $500 per person with this link

You will get:

We will create a persona, journey map, workshop agenda and exercises, stakeholder analysis, and action roadmap.

  • A workbook to guide you through this in our class and every time you plan a workshop.
  • Guidance in identifying intended outcomes (jobs-to-be-done).
  • Coaching in developing a JTBD persona and journey map.
  • Exercises to inspire Ask, Absorb, Adopt.
  • Templates for Apply, Account, Applaud.
  • Stakeholder analysis walk-through for high-ROI facilitation.
  • Expert advice for planning, facilitation, and change management.
  • PowerPoint slides for your future workshops.
  • Self-assessments for workshop facilitation readiness.

What people are saying about ClearAction training:

ClearAction worked with Thomson Reuters on several occasions. Because they managed CX in the B2B space for years, they could provide us with examples and stories to which we could easily relate. They offered practical tools we could implement right away. It was incredibly beneficial for us to work with ClearAction. They elevated our collective CX knowledge and helped us achieve a higher level of CX maturity.

Alice Chu, CCXP, Director of Customer Experience, Thomson Reuters

Lynn is a seasoned CX professional. She spoke to sound theory and powerful practical examples from her own experience that really help land the points on how to drive business results through customer experience programs.

Jacqueline Mueller, CCXP, Senior Vice President, Client Insight, SMG

I’ve had the opportunity to work with ClearAction Continuum on several projects. They are very dependable, detail oriented and have an extremely high sense of integrity. There’s no question they will do what’s needed to ensure the work is done correctly and the client’s best needs are taken into account.

Linda Popky, Strategic Development Board, Watermark

The customer experience management field and role is exciting, dynamic and complex, requiring many skills and competencies. ClearAction puts expert knowledge to great use to make sure no important detail gets left behind. They share their years of experience in clear, concise, compelling and useful ways.

Desirree Madison-Biggs, CCXP, Former Chairperson of the Board, CXPA

Keys to Journey Map ROI

The key to CXM ROI is facilitating the 6A’s: Ask, Absorb, Adopt, Apply, Account, Applaud.

Below is a report from our CX practices research. While journey mapping is popular, successful implementation is rare!

Journey Map Success

Learn how to assess and drive the journey map success factors (shown by the pink arrows that bridge the gap):
engagement, improvement, cross-functional collaboration, and maturity.

Journey Map Training

Book now

Send your preferences and goals by email to Success at ClearAction.com.

Specify quantity at $600 per person for 5-9 participants with this link

Specify quantity at $500 per person for 10+ participants with this link

Clear Action: engage everyone in walking the talk

This is e-consulting . . . far more value than “training”. It’s high-powered super-rare advice.

In place of an expensive consult, we avoid invoice rigmarole and give you super-affordable immediate access to e-consulting.

It saves your time, continuity, and resources. It boosts your influence, reputation, efficiency, capabilities, and growth!

Lynn Hunsaker

CX+EX+PX Strategy Masterminds was created by Lynn Hunsaker. She led customer experience transformation for many years at Fortune-250 companies as Voice of Customer Manager, Strategic Information Manager, Customer Satisfaction Improvement Manager, Marketing Director, and Head of Global Quality. Through her team’s facilitation, every year every P&L made at least 2 accomplishments like this:

  • 16X reduction in customers’ time for service
  • Exceeded customers’ expectations by 75%
  • 10X increase in customer productivity
  • 23X reduction in lead time from 5 days to 5 hours
  • 6X improvement in trouble-shooting cycle time
  • $1M savings monthly to the customer
  • 80% reduction in customer engineers’ cycle time
  • 75% reduction in customer-reported bugs/issues

This ambitious focus deepened cross-organizational collaboration and focus on customer prosperity as the path to trust, relationship strength, brand preference, higher profitability, and market share twice as high as the next competitor.

As a California certified teacher (SSAT/CBEST), Lynn created and taught 25 semester courses on marketing, advertising and business at San Jose State University, Mission College, University of California Berkeley Extension and UC Santa Cruz Silicon Valley Extension. Lynn is past president of Silicon Valley American Marketing Association (Chapter Excellence Award) and Association for Psychological Type’s Bay Area chapter. She is a Certified Quality Manager, and Certified Practitioner of MBTI, CPI 260, Temperaments, and Interaction Styles, Recognized Training Provider, Certified Customer Experience Professional, and Professional Certified Marketer.

She conducted the world’s first global B2B customer experience practices study (2010-2014). Lynn is author of 3 experience leadership handbooks on Amazon Kindle. At CustomerThink.com, she is 1 of 5 Hall of Fame authors and since 2008 she is frequently #1 author and Author of the Year. Lynn is co-founder of the Experience Value Exchange with revolutionary methods for skill-building for Marketing, CS, CX, EX, and PX teams to influence company-wide prevention of issue recurrence and occurrence along with customer-inspired performance in every efficiency and growth effort.

CXPA Recognized Training Provider