Shaping Your Journey to Customer Centricity
At experience5, we guide you through two interconnected journeys: your organization’s transformation towards customer centricity as well as understanding your customers‘ experience.
Your Organization’s Journey
Your Customers’ Journey
Together, we turn these journeys into a lasting success story.
The experience5
MapCX Workshop on Customer Experience
with Stefan Osthaus
A best-practice blueprint for introducing a CX program in complex organizations
1. Target Group | 2. Concept | 3. Duration & Format | 4. Sample Agenda | 5. Workshop Elements | 6. Workshop Cost | 7. Your Workshop Facilitator
1. Target group
The experience5 MapCX Workshop on Customer Experience with Stefan Osthaus is aimed at companies that want to restart a CX program or optimize it after initial experiences.
The event is ideal for companies, …
- … not sure how the existing CX program will evolve.
- … which must define the corporate strategy and define the extent of customer orientation in it.
- … where the implementation of their CX program is held up by a variety of organizational distractions (e.g., the introduction of a new CRM, acquisition, restructuring, etc.).
- … which are unsure about the pragmatic implementation of customer orientation
- … which can struggle to secure internal support for the customer orientation
2. Concept
Customer orientation is a cross-industry art that has been perfected over the last 20 years through structures and methods. Today, it is supported by effective tools and methods. With the help of recognized experts, we have put together globally proven best practices for you and put them into a pragmatically feasible roadmap blueprint.
In our experience5 MapCX Workshop on Customer Experience with Stefan Osthaus, we go through this roadmap step by step, explain the underlying concepts, and adapt the roadmap to your individual circumstances and goals.
3. Duration & Format
The experience5 MapCX Workshop on Customer Experience with Stefan Osthaus is a one-day event at your site or at a conference venue of your choice. Participants are ideally the management as well as executives from functions that make a key contribution to customer orientation (e.g., customer service, sales, marketing, product development).
4. Sample Agenda
During the experience5 MapCX Workshop on Customer Experience with Stefan Osthaus, we will cover all the necessary sub-steps for the introduction of a customer experience program into a medium to large organization.
For example, the agenda can look like this:
- 9:00 a.m.: Welcome, Introductions, Individual Expectations
- 9:30 a.m.: Why, who, how, when?
Defining the topic in alignment with expectations in the room - Thereafter: Ingredients of a successful CX program
The Framework for Customer Experience - Thereafter: How do others do this?
A cross-industry, best practice CX Roadmap for building a customer experience program in large, complex organizations.
Lunch break
- Thereafter: Step-by-step
Adaptation of the CX roadmap to the needs of our customers- What has already been done?
- What do we not need?
- How do we prioritize the rest?
- Is there anything else missing?
- Thereafter: How do we implement this?
Planning the way forward- Next steps
- Measuring success
- Roles & Responsibilities
- Schedule
- Around 5:00 p.m.: End of workshop
During the day, we will introduce selected basics of Customer Experience in order to convey the most essential elements of a customer experience strategy to all participants of the workshop.
5. Workshop Elements
In our experience5 MapCX Workshop on Customer Experience with Stefan Osthaus, you will not only learn about the most successful methods for implementing a CX program across all industries. In addition, we provide you with effective and pragmatically important basic knowledge of the CX and, if desired, also help with the implementation of the planned measures.
STRATEGIC CX FRAMEWORK AND OPTIONS
The experience5 MapCX roadmap for introducing a CX program in medium to large enterprises builds on our framework of customer experience.
A customer experience strategy consists of the elements:
- Strategy – what objectives does the company set for their strategic orientation?
- Culture – what cultural realities are we dealing with?
- Organization – when are which resources needed to start and optimize a CX program?
- The VoC and VoE program – what tools do we use to listen to feedback from our customers and employees?
- Governance – what rules do we define for dealing with customer and employee feedback to turn data into insight, and insight into action?
- The resulting Customer and Employee Experience – how does it feel to be a customer or to be part of the team?
BEST PRACTICE BLUEPRINT ROADMAP
Based on decades of best practice, leading CX experts from around the world have teamed up with us to create an industry-specific roadmap for implementing a CX program in large complex organizations.
In around one hundred steps, we illuminate every aspect of a CX program that becomes important in the first few years after its launch. This allows the client to schedule personnel on time, reserve IT resources, provide budget, ensure support for corporate governance, and avoid unnecessary time and errors.
For complex companies with multiple country offices or business units, we specifically target each of these organizational units. In this way, the different requirements in heterogeneous processes are best met.
TAILORING THE BLUEPRINT TO YOUR ORGANIZATION
In our experience5 MapCX Workshop on Customer Experience with Stefan Osthaus, we discuss and explain each step of the roadmap and answer your questions regarding implementation. We highlight the steps in the categories:
- What has already been done?
- What do we not need?
- How do we prioritize the rest?
- Is there anything else missing?
We pay particular attention to business units or countries. Hence, at the end of the day you have your individual roadmap for the introduction or further development of a Customer Experience program and can start with the implementation and optimization without delay.
EFFECTIVE IMPLEMENTATION SUPPORT
With the experience5 MapCX Workshop on Customer Experience with Stefan Osthaus, our support for you does not have to end. As a consultant, we are happy to stay at your side and within reach to help you implement the discussed steps.
In doing so, we generally rely on the implementation of CX programs with your own internal resources. Experience has shown that this creates the most sustainable CX programs.
As experts for the introduction and optimization of CX and EX programs as well as for the avoidance of pitfalls in customer orientation, we guide you, though as a coach and consultant.
6. Workshop Cost
The one-day experience5 MapCX Workshop on Customer Experience with Stefan Osthaus costs 7,500 Euros, including pre- and post-processing at locations in Europe and 9,500 Euros at locations outside Europe.
For clients in Germany, VAT is added to this price.
Travel expenses are already included in the above amounts.
7. Your Workshop Facilitator
Stefan Osthaus is one of the leading thought leaders and consultants in the customer experience industry. He led Fortune 500 companies for more than 15 years, with global responsibility for the customer experience of 120 million customers and the employee experience of tens of thousands of employees.
Today, Stefan Osthaus helps leading organizations around the world combine their customer and employee experience practices and treat them as two sides of the same coin. Osthaus is also president of the Customer Institute and a global speaker and author.
The experience5
Culture Impact with ONE Customer Journey Mapping
with Stefan Osthaus
Introducing a revolutionary new way of turning observers in your organization into drivers of experience improvement!
1. Target Group | 2. Concept | 3. Duration | 4. Sample Agenda | 5. Seminar Elements | 6. Your Workshop Facilitator | 7. About experience5
1. Target group
The ONE Customer Journey Mapping Seminar with Stefan Osthaus is a high‐ caliber Customer Experience education event with one of the industry’s top thought leaders. The event is ideal for
- Customer Experience practitioners who want to learn the fundamentals of customer journey mapping as well as the latest ONE (outcomes norms • engagement) approach of using the method for sustainable culture change.
- Marketing practitioners who want to improve the targeting of their
- Product Management practitioners who want to take a more holistic approach to their role
2. Concept
Expert knowledge with implementation guarantee – now you can finally learn the basics of Customer Journey Mapping together with the latest innovation in that space: the ONE model of using the practice of customer journey mapping for sustainable immersion of customer centricity across a wide cross‐functional group of stakeholders in your organization!
In short, the ONE approach to customer journey mapping
- Aggregates all journey maps of an organization into one meta‐map
- Let stakeholders from across the organization define in workshops, which attributes of customer centricity should apply to each phase of the common meta‐map
- Then tasks these stakeholders with applying the agreed attributes to the services and products they are responsible for and derive tangible improvements and
- Brings all stakeholders back together for a report‐out and consolidation of their improvement and innovation ideas for a joint prioritized CX improvement
Developed by Stefan Osthaus, president of the Customer Institute, global CX thought leader, and advisor to leading organization around the globe, the ONE approach to customer journey mapping is a whole new take on culture change towards more customer centricity.
The approach speeds‐up the implementation of customer journey maps across the organization, involves a wider audience of stakeholders than traditional customer journey mapping, and shortens the implementation time of improvements with easier adoption across all teams.
This training seminar offers an attractive mix of teaching fundamentals, applying them in hands‐on group work, as well as running a complete ONE cycle with all participants. As a result, you will be able to apply the concept on your own once you return to the office.
3. Duration
The ONE Customer Journey seminar with Stefan Osthaus is a two‐day event. We offer the seminar as public events open to individual registrations as well as in‐house events exclusive to a particular organization or government entity.
4. Sample Agenda
During the ONE Customer Journey seminar with Stefan Osthaus, we will cover all traditional aspects of customer journey mapping as well as the highly innovative sustainable immersion approach (ONE) to impact the whole organization‘s customer centricity culture through customer journey mapping.
Topics include:
DAY 1
Customer Journey Mapping in the context of your CX Strategy
- What is Customer Experience and why does CX matter now?
- The CX Maturity Model
- The ROI of Customer Experience
- Culture: Customer Experience is an attitude – not a department!
- Organization: How to set‐up a CX team in different phases of program maturity
- Voice‐of‐the‐Customer programs: How to listen to your customers effectively and efficiently
Customer Journey Mapping – a foundational task in CX
- The Customer Journey – purpose, structure, roles & responsibilities
- Customer Journey Mapping in daily practice
- How to organize a CJM workshop
- Typical participants in a CJM workshop
- Timing, templates, tools
Real‐life customer journey mapping workshop
- Hands‐on experience as participant, moderator, observer
- Seminar participants will rotate roles to get the best possible learning experience
- With special focus on distractions, disasters, and disturbances … and how to deal with them
- Customer Journey Mapping tools
- Introduction to selected industry tools for customer journey mapping
- Real‐life exercise in Cemantica, a leading tool for customer journey mapping
- Customer Journey Mapping tools
DAY 2
The importance of culture in the strive for great customer centricity
- The support landscape in your organization: friends, feuds, and fiefdoms
- Characteristics of a customer centric culture
- Driving culture change through customer journey mapping: the ONE model
- Objectives of the Sustainable Immersion Approach to customer journey mapping
- Aggregation of an organization‘s journey maps into a meta‐ map
- Roles and attributes in a ONE meta‐map
- ONE exercises: Culture Camps and Innovation Camps
- Stakeholders for ONE exercises
- Templates for ONE exercises
- Logistics for ONE exercises
Real‐life ONE Exercises
- How to run a Culture Camp
- Planning
- Defining roles and attributes for each phase of the meta‐journey
- Group work with all participants simulating a real ONE Culture Camp
- How to run an Innovation Camp
- Planning
- Templates and pre‐work
- Collecting, discussing, and brainstorming experience improvement ideas
- Group work with all participants simulating a real ONE Innovation Camp
- Results aggregation and polishing
- The right communication of ONE outcomes in the organization
- Culture needs a big stage – tools and methods for effective internal communication
- Other CX/EX topics per participants’ request
Throughout the 2 days:
Numerous case studies and group activities
Material: CX Masterclass digital workbook – included in the participation fee
5. Seminar Elements
Beyond the agenda the ONE Customer Journey Mapping seminar with Stefan Osthaus offers a wealth of opportunities to scale‐up the knowledge of team members, acquaint leaders with the principles of customer centricity, network with peers from different industries, work on real‐life cases, and discuss your organization’s individual challenges.
FUNDAMENTALS AND METHODS
Discuss with colleagues and industry contacts on an equal footing after you have learned all the important basics and methods of customer journey mapping and customer centric culture in this seminar. Whether you’re starting out as a new employee or refreshing and completing as a more experienced member or executive of the CX team, the ONE Customer Journey Mapping seminar teaches the methods and approaches that have proven to be best practices across industries.
FACTS AND FIGURES
From gathering customer‐relevant feedback to deriving insights and creating pragmatic action plans, the customer journey map is the blueprint for excellent Customer Experience. You will learn how to turn your CX program quickly and efficiently into a continuous improvement program with support from across your organization. You will graduate from this seminar as a fully capable moderator of ONE Customer Journey Mapping workshops.
CASE STUDIES AND INDUSTRY BEST PRACTICES
Exposing you to real‐life challenges, typical pitfalls, and ways to avoid them, as well as winning models from CX leading organizations from around the globe, our ONE Customer Journey Mapping seminar is hands‐on and focused on pragmatic execution. You will be solving the most common challenges and come home with proven approaches to make a CX program sustainable and successful.
NETWORKING AND SOLVING YOUR OWN CHALLENGES
In our ONE Customer Journey Mapping seminar, you will meet like‐minded CX experts from various industries and companies. Take advantage of the opportunity to expand your network and get to know contacts for future exchanges of ideas. The seminar will provide enough time to discuss your individual challenges with your CX program and develop effective solutions.
6. Your Workshop Facilitator
Stefan Osthaus is one of the industry’s top thought leaders and consultants. He has been a leader in Fortune 500 companies for more than 15 years and has held global responsibility for the customer experience of 120 million customers as well as the employee experience of tens of thousands of employees.
Stefan now helps leading organizations around the globe to combine their Customer and Employee Experience practices and treat them as two sides of the same coin. Stefan is also president of the Customer Institute, a global keynote speaker, and an insightful author.