POSTPONED, a new date will be announced shortly.

Join the experienced facilitators from the IIBA® Sydney branch as they present a two-hour hands-on workshop.

This workshop will help you to identify your customers’ needs and wants, their frustrations, service gaps and what they value when interacting with your business.

Mapping a customer's journey and measuring their experiences end to end is quintessential to improving the customer’s experience. Customer journey mapping is a collaborative, powerful technique that helps to build an empathetic and collective understanding of the customer’s experiences, wants and needs, frustrations, and gaps in product or service.

You will gain practical tips on how to:

• map the experiences, and develop a deeper understanding of your customer’s experience in dealing with your organisation.
• synthesize insights to define customer experience problems
• communicate findings to get stakeholder buy-in

A networking session with light refreshments will be held after the workshop from 7:30 pm to 8:00 pm AEST.

Supported by PM Partners.