customer / buyer journey mapping learn-shop
duration: 2 days
held: face to face or a hybrid
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The customer & buyer journey mapping learn-shop is a unique program which combines learning with a workshop in order to helps teams to learn about customer journey mapping and then bring customer journey maps to life.
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.
Our customer and buyer journey mapping learn-shop helps teams to build practical knowledge and skills in customer journey mapping whilst also enabling teams to develop customer journey maps that can be leveraged to enhance or evolve the customer experience, remove friction and pain-points and identify opportunities to deliver key outcomes to the bottom line.
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The program is designed to enable teams to not only better understand the customer journey, but to build internal capability that can be leveraged overtime.
50+
+50 NPS
100%
marketing, sales & digital professionals have completed the program
average satisfaction rating of 8.8 out of 10
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.
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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.
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Teams will have the choice of Arktic Fox documenting final journey map outputs or for journey maps to be documented internally.
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The number of journey maps that can be developed through the learnshop is a maximum of two.
who will benefit
Sales, Product & Marketing Teams
Teams responsible for developing and managing the customer experience.
Teams who are looking to build customer journey mapping capability within their teams.
course facilitators
Teresa Sperti
This program is led by the highly seasoned and regarded Teresa Sperti. A Customer and Digital leader with over 20 years’ experience working for leading brands including Coles, Officeworks and World Vision amongst others.
Teresa’s leadership in the digital, product and customer space has delivered substantial growth and transformative change for organisations in rapidly evolving markets. A thought leader within the Australian Marketing industry, Teresa regularly presents at conferences and events on a diverse range of topics including customer experience, data, marketing technology and leadership. Teresa established the design function at World Vision, embedding capability and expertise to better understand donor needs and design products and experiences that meet changing donor expectations.
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Teresa is the founder of Arktic Fox, an advisory and learning organisation specialising in customer transformation and growth and is a Non-Executive Director of BIG4 Holiday Parks. She possesses deep expertise and knowledge in data, digital and customer experience and has led transformation change in large organisations.
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Teresa was named in the top 20 CMOs in Australia in 2018 which recognises Australia's most innovative and effective marketing leaders in the country.
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.
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Having run large scale sales, marketing and operations teams, Petra has extensive experience and real-world examples of the approach, process and outputs of building and designing the entire customer journey leading to greater business outcomes and material improvements in the customer experience.
Petra Sprekos
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
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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.
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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.
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