Customer Journey Mapping workshop #2 and #3

This week Brian O’Flynn (@oflynnbrian) and I delivered another two sessions of the CapricornVentis 1-to-1 Customer Journey Mapping workshop.

This company (our customer) has a fantastic team and they were outstanding attendees. Very dynamic and into the exercise, they were really committed to finding ways of improving the customer experience that the company is delivering.

On our side, the plan was the same. Same agenda, structure and pace. But obviously we improved some points – after some auto-criticism and feedback from previous sessions. The final result was great, with some tangible outcomes.


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