AKAM Technical: Customer Experience Mapping Workshop

Register for this event

Wednesday, 26th June 2019, 13:00 – 17:00


SDA Bocconi School of Management

Via Bocconi 8, Milan 20136, Italy


Workshop Lead: Jerry Angrave, Customer Experience Association & Managing Director of Empathyce


Key customer business strategies often (and definitely should) exist, but do you have a key customer experience strategy? Why would you? Lots of reasons, actually: to overcome complacency, match rising expectations, compete on unique relationships not products that can be copied, align cross-functional teams and more…

This workshop will give you a customer experience strategy template and the chance to go away with a draft; then stress-test it and think about how much you are prepared to commit to that aim. You will identify key people and their concerns and plot a way through the maze. Key account management is complicated and carried out in complex organisations, so finding out how to navigate through these relationships is an invaluable technique to learn.

Workshop agenda
  • Customer experience strategy
  • Implementation governance
  • Internal engagement
  • The customer journey
  • Journey mapping explained
  • Prioritising personas and journeys
  • Preparing your own workshop
  • The hidden benefits of customer journey mapping.
  • Future-state mapping and validation

A participant in one of Jerry’s previous workshops said, “It was great, really practical, and I felt I could run my own journey mapping session with a customer afterwards”.

Jerry Angrave is a customer experience specialist who founded Empathyce, following a corporate career in Marketing and Customer Experience roles. He has helped companies understand what it’s like to be one of their customers, what it could/should be like and how to take the practical steps in becoming more customer-centric across a variety of sectors. Jerry is a Certified Customer Experience Professional (CCXP).

Register here to reserve your place for €125. This a small group (max 20) intensive workshop from which you can learn how to approach customer experience analysis.

OR join as an individual member for just €150 and get this, and access to ‘Key Customer Relationships‘ on 27th June at SDA Bocconi, Milan (non member price: €75), and the next 12 months’ of meetings FREE, plus access to materials you can download to help you diagnose, apply and learn more about KAM. Then you can log in to the Member Resource Centre and use FREE meeting registration.

NB Existing members, go straight to FREE meeting registration.

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