Program
Customer Journey Mapping and Voice of Customer Workshop
A working session that turns customer feedback into a short list of things you will actually change.
- Duration
- 1–2 days
- Format
- In-person workshop on a live journey
- Group size
- 10–20 participants
The problem we are solving
Most organisations collect more customer feedback than they act on. Scores are reported monthly and the underlying journey stays the same.
Each function sees its own step and assumes the problem sits elsewhere, so nothing cross-functional ever gets fixed.
About this program
A customer journey mapping and voice of customer workshop for teams who collect feedback but change little. Participants map the journey as customers experience it, find the real friction points and turn feedback into owned actions.
Cross-functional by design, so decisions made in the room can actually be implemented.
What changes in behaviour
- Map the journey as the customer experiences it
- Locate the friction that drives complaints and churn
- Read feedback for cause, not just score
- Prioritise a small number of high-impact fixes
- Assign owners and a follow-up rhythm
What the program covers
- Journey mapping from the outside in
- Moments of truth and friction points
- Making sense of feedback and scores
- Prioritising what to fix first
- Ownership and follow-through
Who it is for
- Cross-functional CX, service and operations teams
- Product, marketing and process owners
- Leaders accountable for customer metrics
- What do we leave with?
- A mapped journey, a prioritised friction list and named owners with dates, agreed in the room.
Start with one cohort. Judge the behaviour change.
Most engagements begin as a single pilot cohort, so your team can evaluate the facilitation and the follow-through before a wider rollout.