We’ll be exploring the benefits and how to get started. We’ll also deep dive into the techniques, stakeholders, client journey stages, change management and success measurements.
– The benefits of client journey mapping
– How do you decide where to start?
– How to identify the journeys and moments that matter most to your clients.
– How to define your key growth audiences, the journey stages they go through when they engage with your firm and their needs.
– Techniques for using feedback and assessing sentiment at each stage to identify what you are doing well and what is causing friction.