Customer Journey Mapping Project Kickoff Agenda
       • Customer Journey Mapping Initiative Objectives 
       • Process
         –Review of the Journey Mapping Process
         –Customer Immersion: to collect highest quality experience 
           information 
           [Insert interview types you’ve selected for this initiative]
         –Action workshop: to create improvement initiatives
       • Timeline
       • Questions
       How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change | ©2019 Heart of the Customer
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       Company Objectives
           Find Moments of Truth and Friction Points for the customers’ [INSERT 
             YOUR JOURNEY HERE] to improve [INSERT what you would like to improve]. 
           Create an exceptional [INSERT YOUR JOURNEY: example- onboarding] 
             experience for customers across products and services. 
           The success of this initiative will be judged by:
           • [INSERT SPECIFIC GOALS AND KPIs HERE].
       How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change | ©2019 Heart of the Customer
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       Discovery Uncover What Is Already Known Today
                 Discovery                    The first step is to engage the company in the process, 
                                              building interest and buy-in.
            Discover hypotheses               • Activities:
          and existing knowledge 
        on your current experience.             – Review of existing research and surveys, including 
                                                   any Net Promoter or Customer Satisfaction surveys.
                                                – Interview key stakeholders
                                                – Host a Hypothesis Mapping Workshop 
       How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change | ©2019 Heart of the Customer
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       Customer Immersion Get to the Heart of Your Customer 
       Experience
                                              Meet your customers on their turf
                                              • [INSERT CUSTOMER IMMERSION DETAILS – interview types, 
        Customer Immersion                      amounts and why it is important.]  add additional slides to 
             Pinpoint the critical              go deeper into your chosen methodology. 
             “Moments of Truth”
               in your customer 
                  experience.
       How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change | ©2019 Heart of the Customer
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       Action Creating Journey Maps
                                              Journey maps are a change-maker’s best friend
                    Action                    • Journey maps help you showcase points of friction and 
                                                delight in your customer experience.
           Immerse teams in the               • Start with your brand guidelines, to create a map that is 
          voice of the customer to 
          create customer-focused               unique to your company. Start with a blank canvas, then 
                    change.                     tell your customers’ stories, layering in their critical 
                                                Moments of Truth to improve the experience.
       How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change | ©2019 Heart of the Customer
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