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Oracle. CX Strategy & Design Workshop. DesigningCX.com CX Journey Mapping Workshops Overview

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Oracle. CX Strategy & Design Workshop. DesigningCX.com Fundamentals of Learning a New Approach One Step at a Time

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Oracle. CX Strategy & Design Workshop. DesigningCX.com { Goals } Learn a hands-on approach to identify the Four Is: Insights clear understanding of customer needs Impact clear focus on the resulting business value Issues/Opportunities whats getting in the way, or could be improved, in order to meet customer needs Innovate design solutions that deliver both customer and organizational value CX Journey Mapping

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Oracle. CX Strategy & Design Workshop. DesigningCX.com CX Journey Mapping Workshop. Summary CX Workshops are designed for business leaders, CX professionals, innovators and change-agents. Participants gain hands-on experience mapping customer journeys, diagnosing customer experience issues, identifying opportunities and moments that matter, and designing experiences that deliver both customer and business value.

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Oracle. CX Strategy & Design Workshop. DesigningCX.com CX Journey Mapping Workshop TimeSection & Format 45 minINTRODUCTION Case study (power of experiences) Crash course in journey mapping Facilitator 120 minJOURNEY MAPPING ACTIVITY Construct journey maps Evaluate experience issues & opportunities Re-imagine & re-design experiences Facilitator Coaches Breakout groups of 5-7 15 minTAKING IT HOME Facilitated discussion Q&A Facilitator + Domain / Industry Expert Example Agenda (3.5 hours)

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Oracle. CX Strategy & Design Workshop. DesigningCX.com CX Journey Mapping Workshop Successes Journey Mapping for transformation, collaboration, and strategy CX Transformation Case & Strategy Silo-Busting & Collaboration Requirements Definition Telco leveraging journey mapping and other CX Design methods to create an exec-level business case and strategy for an organization- wide CX transformation University using journey mapping to bring cross-functional teams together, build alignment, and identify actionable projects that immediately benefit students Software company weaving journey mapping into strategic planning efforts to think through requirements for a new technology offering

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Oracle. CX Strategy & Design Workshop. DesigningCX.com CX Journey Mapping Workshop London, UK Introducing Journey Mapping to the UKs Largest Brands

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Oracle. CX Strategy & Design Workshop. DesigningCX.com Tokyo CX Journey Mapping Workshop 40 participants From Prominent Japanese Banks, Airlines, Media Companies

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Oracle. CX Strategy & Design Workshop. DesigningCX.com Workshop Feedback This was, by far, the most beneficial four hours I've ever spent at an Oracle event. I hope collaborative, interactive events like this become more of a mainstay for Open World in the future. This is how you deliver valuable content and create customer loyalty. This was so well done. I loved the common-sense approach and the practical outcomes. This just made me think in a different way, about the customer and our brand promise. And it brought key ideas, big ideas, to the foreground. "This is fantastic. I am excited about what my colleague and I learned during the session and will demonstrate the impact of this critical exercise to my team. "The approach and Journey Mapping strategy is brilliant and will really help open opportunities to create solutions for clients."

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Oracle. CX Strategy & Design Workshop. DesigningCX.com CX Journey Mapping Workshop Materials Designed for rapid adoption and organizational alignment Focus of methods: simple over complex, action- oriented, common vocabulary Approaches & principles that can scale: top-to-bottom, end- to-end, and run iteratively Cohesive collection of actionable CX Methods & Approaches

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Oracle. CX Strategy & Design Workshop. DesigningCX.com CX Journey Mapping Workshop Take-Aways CX Leadership Skills Development Understanding of CX Strategy Principles, establishing a foundation for customer- centered experience design Hands-on experience mapping customer journeys, diagnosing customer experience issues and identifying opportunities, and (re)designing experiences that deliver both customer and business value Applicability to your own business, and how to get started CX Workshop Resources CX Journey Mapping Kit How-to guides for setting up and leading CXJM sessions with your teams CX Strategy Development Canvas A strategic and pragmatic approach for leading and driving customer-centered action within and across your organization CX Design Resources Curated collection of references, tools, and reading for further CX Design inquiry

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Oracle. CX Strategy & Design Workshop. DesigningCX.com Madison, WI Tuesday, March 4, 2014 12:45 p.m. 4:30 p.m. Sprechers Restaurant Hophaw room 1262 John Q Hammons Madison, WI 53717

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Oracle. CX Strategy & Design Workshop. DesigningCX.com DESIGNINGCX.COM Open Source Materials and Guidance