Generally, customer journey mapping workshops are ineffective due to being run in silos, insufficient or irrelevant attendance, and lack of follow-ups. Customer Journey Mapping Workbooks are the new way to hold customer journey workshops - the workbooks are designed around the lifecycle of a typical industry customer so that almost all aspects of customer's experience are covered. Each workbook contains useful design thinking frameworks including stakeholder map, persona map, empathy map, customer journey map, and prioritization matrix. The attendees of the journey mapping workshops are encouraged to perform individual or team level customer discoveries first and then consolidate all learning in a final workshop. Customer journey mapping workbooks are available for 6 industry sectors: Telecom, Banking, Insurance, Travel, Retail, and Utilities. Customized workbooks could be developed for clients where their particular brand, strategy, and objectives are catered for. To learn more about the customer journey mapping workbooks, contact zaheer.gilani@omnixco.com. You can also purchase the workbooks on amazon.co.uk.

1. Zaheer Gilani
Founder and CEO OMNIXCO
CX Workbooks

2. The OMNIXCO difference…

3. CX Solutions for CX Heroes

4. Give me six hours to chop down a tree and I will
spend the first four sharpening the axe.
Abraham Lincoln

5. Effective Planning, Preparation, and Focus are Key to
Success
Customer Journey Mapping Workshops
Success is a science; if you have the conditions,
you get the result.
Oscar Wilde
Concentrate all your thoughts upon the work at
hand. The sun’s rays do not burn until brought to
a focus.
Alexander Graham Bell

6. Effective Workshops Result in Tangible Outputs and
Outcomes
Customer Journey Mapping Workshops
In a customer journey mapping workshop [participants] should
map journeys with an optimum focus and participation.
The output of the session should be a practical blueprint of
actions which is an outcome of a joined-up team that has
worked in a collaborative and coherent way.
“A cooking workshop means [participants] cook things. A
writing workshop means [participants] write things. If most of
your “workshop” is people not actually making anything, you
should perhaps call it a class, a lecture, or a mistake.”
Scott Burkins

7. The key best practices for conducting a successful
customer journey mapping workshop
• Define the goals
• Decide who will attend
• Choose location and space
• Create an agenda
• Develop a follow-up plan
• Arrange a kick-off or rehearse
Before
• Share context
• Agree objectives
• Facilitate collaboration
• Map customer journeys
• Assign ownership
• Agree KPIs
• Develop high level roadmap
During
• Follow up on actions
• Review progress
• Firm-up roadmap
• Arrange follow-up
sessions as
appropriate
• Regularly
communicate
After

8. The key reasons behind unsuccessful workshops
• Insufficient preparation
• Treating it as a market research project
• Lack of focus; lose scope
• Failing to engage relevant stakeholders
• Lack of clarity on underlying issues
• Leaving out the customers
• Leaving out the critics
• Lack of diversity; a small team
• Ignoring governance
• Treating it as a project and not a journey
Key problem areas
Is there a CX tool that I can
use to overcome some of
these issues?

9. Introducing the CX Workbook
• Practical learning aid for brainstorming, mapping and
improving customer journeys
• Available in both physical and digital* formats
What is it?
• To breakdown silos and drive an enterprise-wide change
that is coherent and consistent
• To educate and energise the workforce and build
customer empathy
• To consistently improve and deliver CX innovations that
help differentiate and develop emotionally engaging
relationships
Why use it?
*Coming soon (Q3 2019)

11. First in the industry
• Introduction to the essentials of customer experience
• Contextually designed around the customer’s lifecycle
• Consists of 20 key customer journeys
• Stakeholder map to engage customers
• Persona and empathy maps capturing 360° view of the
customer’s context
• Standard and comprehensive customer journey maps
• Prioritisation matrix to capture initiatives requiring actions
and assign ownership
• Larger A0 sized charts to consolidate learning in
workshops
• One physical book that becomes attendee’s personal CX
companion – log issues, ideas, moments, etc
Key features and characteristics

12. How to use the CX Workbook
1. Hold a kick off workshop with key stakeholders – this is your opportunity to set the
scene and define the key objectives. Depending on the audience, cover Chapters
‘1’ and ‘2’ during this session.
2. Allocate 1-2 weeks for each participant to individually map target customer
journeys. Encourage participants to keep an open mind and gather as many
issues and ideas as possible.
3. Facilitate a group wide CX journey mapping workshop – ask each participant to
present the customer journey they have mapped.
• Use sticky notes to capture the salient pieces of information e.g. goals,
gaps, ideas, etc. identified by each participant.
• Place all findings on a CX Journey Mapping Wall Chart and encourage the
group to consolidate and produce an optimal CX Journey Map.
• Assign ownership for each issue and idea agreed by the group.
4. Regularly review the performance against agreed action and map and improve
other CX journeys following a similar process. Note – you may evolve the process
depending on your organisational needs.
4 Steps to Success

13. Typical Engagement Timeline
Kick Off Discovery Consolidation Recommendations
Week 1
• Setting the scene
• Defining the purpose
• Sharing the objectives
Week 2 & 3
• Individual/team
investigations
• Collecting Information
• Mapping Journeys
Week 4
• Presenting individual
journeys
• Consolidating learning
• Producing overall journey
map
Week 5 - 6
• Documenting finalized
journey map
• Documenting
recommendations
• Strategy and roadmap

14. Any questions?
zaheer.gilani@omnixco.com

15. Thank you