www.bpm-d.com | [email protected] BPM-D ® ACADEMY INTEGRATED CUSTOMER JOURNEY PLANNING WORKSHOP Upon surveying 362 firms, 80% believe they deliver a super experience to their customers. However, upon surveying customers of those companies, only 8% of companies were really delivering a superior customer experience. Integrated Customer Journey Planning creates exceptional customer experience by putting organizations in the shoes of their customer, defining and evaluating the steps they take to experience a product or service, and then redesigning those steps to create exceptional customer experience. It then enables these redesigned customer-facing processes with redefined business processes that allow for optimal integration. Learn more about how your customers see and experience your organization, and the ways that you can help improve that experience. Duration | 1 day Defining the Value Behind Customer Journey Planning Approaching Customer-Facing Processes Enabling Customer-Facing Processes with Business Processes Using Design-Thinking to Create Goal-Oriented Solutions Integrated Customer Journey Planning in Signavio Applying Integrated Customer Journey Planning to the Real World Course outline Learning outcomes Establish an understanding of how different customer demographics experience your products or services Develop an understanding of where customers are getting frustrated with your organization at certain steps of their customer journey Learn how underlying business processes can enable customer-facing processes Learn how to design as-is and to-be journey maps to define your envisioned customer journey Generate a knowledge for the application of design thinking towards customer journey planning Audience Anyone looking to learn more about how to generate and enable an industry-leading customer experience. There is no previous experience required, as this course fits anyone for any skill set. For more information: www.bpm-d.com/academy | [email protected] Call (UK): +44 (0)1372 463 365 Call (US): +1 484 557 6794 “Upon surveying 362 firms, 80% believed they delivered a ‘superior experience’ to their customers’. However, upon surveying customers of those companies, ‘only 8% of companies were really delivering a superior experience’.” 1

INTEGRATED CUSTOMER JOURNEY PLANNING WORKSHOP - BPM-D · BPM-D ® ACADEMY INTEGRATED CUSTOMER JOURNEY PLANNING WORKSHOP Upon surveying 362 firms, 80% believe they deliver a super

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www.bpm-d.com | [email protected]

BPM-D® ACADEMY INTEGRATED CUSTOMER JOURNEY PLANNING WORKSHOP

Upon surveying 362 firms, 80% believe they deliver a super experience to their customers. However, upon surveying customers of those companies, only 8% of companies were really delivering a superior customer experience.

Integrated Customer Journey Planning creates exceptional customer experience by putting organizations in the shoes of their customer, defining and evaluating the steps they take

to experience a product or service, and then redesigning those steps to create exceptional customer experience. It then enables these redesigned customer-facing processes with redefined business processes that allow for optimal integration.

Learn more about how your customers see and experience your organization, and the ways that you can help improve that experience.

Duration | 1 day

Defining the Value Behind Customer Journey Planning

Approaching Customer-Facing Processes

Enabling Customer-Facing Processes with Business Processes

Using Design-Thinking to Create Goal-Oriented Solutions

Integrated Customer Journey Planning in Signavio

Applying Integrated Customer Journey Planning to the Real World

Course outline Learning outcomes Establish an understanding of how different customer demographics experience your products or services

Develop an understanding of where customers are getting frustrated with your organization at certain steps of their customer journey

Learn how underlying business processes can enable customer-facing processes

Learn how to design as-is and to-be journey maps to define your envisioned customer journey

Generate a knowledge for the application of design thinking towards customer journey planning

AudienceAnyone looking to learn more about how to generate and enable an industry-leading customer experience. There is no previous experience required, as this course fits anyone for any skill set.

For more information: www.bpm-d.com/academy | [email protected] Call (UK): +44 (0)1372 463 365 Call (US): +1 484 557 6794

“ Upon surveying 362 firms, 80% believed they delivered a ‘superior experience’ to their customers’. However, upon surveying customers of those companies, ‘only 8% of companies were really delivering a superior experience’.”1