Benefits and impact
Our current training offering includes:
Basic Customer Journey Mapping
This training encourages attendees to walk in customers’ shoes and makes use of our customer journey mapping templates. The templates allow the mapper to understand the emotions of the customer and identify areas in need of improvement. The content of this workshop is aimed at those who have limited change experience and are interested in discovering a new way of thinking which will help them to design services based on customers’ experiences.
Benefits Realisation Management
This training provides attendees with a framework via which to identify the key stakeholders involved in any project, map benefits to project outputs and strategic objectives, and assign appropriate performance measures. We also introduce our benefits tracker as part of this session. Expected audiences would be those involved in change projects, particularly those assigned to benefit identification.
Advanced Customer Journey Mapping
This training builds on our basic customer journey mapping session. We introduce personas and take you through how to map internal front and back office processes. We also delve further into data collection. Expected audiences would be those involved in change projects who are interested in designing services to suit customer needs.
We have also delivered workshops on data, particularly focusing on its importance when identifying how to improve customers’ experiences.
We’re also always happy to discuss other potential areas in which councils would find training useful, so let us know if you have any in mind.