customer/buyer journey mapping learnshop
2 full days
online, IRL or a hybrid
10 or more participants
Today, experience is often the differentiator for choosing a brand, product or service. But despite this, teams and leaders are still very internally oriented in their thinking and approaches.
The customer & buyer journey mapping learnshop is a unique program that combines learning with a workshop in order to help teams bring the customer journey to life. We help teams build practical knowledge and skills in customer journey mapping, and then work together to develop customer journey maps that can be used to enhance or evolve the customer experience, remove friction and pain points and identify opportunities to deliver key outcomes to the bottom line.
The program is designed to enable teams to not only better understand the customer journey, but also build internal capability that can be leveraged over time.
50+
marketing, sales & digital professionals have completed the program
+50 NPS
average satisfaction rating of 8.8 out of 10
100%
of participants say they are more confident since completing the learnshop
what you will learn
01 / the rise of the customer and importance of a CX strategy
Understanding why customer centric thinking matters and the importance of customer experience within organisations today
02 / customer | buyer journey mapping process and different types of customer journey mapping
The process to undertake effective customer journey mapping and a closer look at the differences between developing a current state journey map and a new journey map
03 / the customer | buyer journey mapping toolbox
The principles and techniques to effectively undertake customer journey mapping including;
→ how to effectively undertake research and gather insights
→ how to build personas
→ how to frame opportunities
→ how to validate journey maps
what you will design | develop
customer | buyer journey maps
As a part workshop, teams will build customer | buyer journey maps based on key outcomes, scenarios and personas established up front.
Arktic Fox undertakes preliminary insights gathering upfront to ensure the customer | buyer journey maps are grounded in data and are built from the customers perspective.
Teams will have the choice of Arktic Fox documenting final journey map outputs or for journey maps to be documented internally.
The number of journey maps that can be developed through the learnshop is a maximum of two.
who will benefit
CX, digital & marketing teams
Teams responsible for developing and managing CX
Teams looking to build customer journey mapping capability
course facilitators
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Teresa Sperti
Founder/Director, Arktic Fox
A customer and digital leader with over 25 years' experience working for leading brands including Coles, Officeworks and World Vision, Teresa possesses deep expertise and knowledge in the retail, automotive, media, online marketplaces, travel and NFP sector. Her core competencies include digital transformation, eCommerce, search, data strategy, MarTech & CX.
Teresa is regularly sought by Coles and various other major retailers to advise on various eCommerce initiatives and experience evolution and optimisation from an ideation perspective right through to design and execution.
Teresa was named in the top 20 CMOs in Australia in 2018, which recognises Australia’s most effective and innovation marketing leaders in the country.
Petra Sprekos
Co-Founder/Co-Director, Arktic Fox
A sales and marketing professional with over 20 years experience in senior commercial and leadership roles across ASX listed companies as well as medium to small enterprises.
Petra holds extensive experience in digital pureplay marketplaces across real estate, automotive and employment. Petra holds a Masters in Marketing and is a regular panelist on encouraging women back into the workforce and into leadership roles.
Her core competencies include digital and media transformation and scale, workforce planning and transitions, strategy development and building commercial capability.
frequently asked questions
Will I need to undertake any work outside of the learn-shop?
Yes, as customer journey maps are designed on the basis of insight and research there is some pre-work for teams coming into the program in order to gain the most out of the program
What tools will I be provided with?
The learn-shop does provide a series of frameworks and tools that can be re-used overtime within your organisation.
Will we end up with complete journey maps at the end of the program?
As this is a part learning program and part workshop we provide clients with the option of Arktic Fox documenting the journey maps post session. Depending on the objective of the client, Arktic Fox may also undertake initial insights generation and research to ensure a robust outcome from the learnshop.
