A customer journey mapping workshop visualizes the complete customer experience with a product. The goal is to identify key touchpoints, challenges, and opportunities to enhance customer experience. Cross-functional team members from marketing, sales, product development, and support participate. Data on customer behaviors, preferences, and feedback is gathered through surveys, interviews, and analytics. This data helps create a detailed map of the customer journey phases:

Buying Process: Steps customers take to select and purchase a product

Product Usage: Steps customers take while using the product

Support: Steps customers take when needing additional help with the product

The outcome is a strategic customer journey map guiding improvements for a seamless experience.

Here are scenarios for conducting a customer journey mapping workshop:

Improving Customer Satisfaction

Pinpoint where customers face issues or dissatisfaction in their interactions.

 
Product Launch Preparation 

Ensure all touchpoints are optimized for a smooth customer experience.

Cross-Functional Alignment

Ensure every department understands their role in the customer’s journey.

Streamlining Processes

Identify and streamline redundant or inefficient customer processes.

Building a Customer-Centric Culture

Foster a customer-centric approach in all departments.