THE CUSTOMER EXPERIENCE JOURNEY MAPPING TOOLKIT
On this page, you’ll find all of the CX Journey Mapping tools, materials, and guides that we’re developing — everything you need to introduce your teams to this powerful approach for customer-centered action and CX innovation. We recommend following our 2 step process when adopting this practice at your organization.
STEP 1 - LEARN THE CXJM METHODOLOGY
In order to get the most out of a CX Journey Mapping exercise, we find it important to first learn our methodology through the use of a generic teaching example. This will allow you to gain a full understanding of the process without being bogged down by your own business complexities. Here are our recommended steps for getting started.
REVIEW THIS OVERVIEW DECK:
- Crash Course in CX Journey Mapping – (pdf)
JOIN US FOR AN UPCOMING WORKSHOP EVENT:
- review our global calendar
- Watch this video testimonial for more info
DOWNLOAD OUR CXJM TEACHING MATERIALS (ZoomGo Example):
- CX Journey Mapping Workshop Slides – (pdf)(ppt, 40mb)
- ZoomGo CX Journey Mapping Posters – Chapter 1 – Chapter 2 – Chapter 3
- ZoomGo CX Design Canvas – (pdf)
- CX Design Hypothesis Statement – (pdf)
- CXJM Financial Examples (pdf)
- CX Journey Mapping Supplies – supplies list (pdf) | supply calculator (xls)
- Facilitator Timing Guide (xls)
- CX Journey Mapping coaching guidelines (pdf)
STEP 2 - DESIGN A CUSTOMIZED CXJM SESSION:
Once you feel comfortable with your understanding of the CX Journey Mapping process, you can then begin to move towards holding a customized session at your organization. below are the recommended steps to follow to prepare and run a CXJM Design Session
CAREFULLY READ THIS OVERVIEW OF REQUIRED PREPARATIONS:
How to Prepare For a CXJM Design Session slide deck: ( PDF or PPT)
DOWNLOAD OUR CXJM DESIGN MATERIALS:
- CX Journey Mapping Supplies – supplies list (pdf) | supplies calculator (xls)
- Blank CX Journey Map Poster – (pdf)
- Blank CX Design Canvas – (pdf)
- CX Design Hypothesis Statement – (pdf)
Finally - PLEASE REACH OUT FOR HELP!
HAVE QUESTIONS?
INTERESTED IN HAVING US FACILITATE AN EVENT?
PLEASE REACH OUT! WE HAVE A GLOBAL TEAM READY TO WORK WITH YOU.