Introducing customer journey mapping using case studies from the East Midlands and beyond.

Customer journey mapping is a way of uncovering the path your customers take when engaging with a service; when and how they interact with your organisation; and their experiences and feelings throughout. It is an accessible and effective way of seeing your service from the customers' point of view. The insights produced may challenge assumptions and highlight ways to improve services. It is one of a range of tools that can help public bodies gain a deeper understanding of their customers' needs, wants, attitudes and behaviours.

Aimed at service managers and others who need customer insight, this free half-day seminar will provide an introductory overview of customer journey mapping. Speakers from across the East Midlands and beyond will show how they have used customer journey to gain valuable insights into a variety of customer experiences. It will provide an opportunity to learn from the experiences of others best to use this technique and highlight things to consider when using in your own organisation.

Reasons for attending:

• Understand what customer journey mapping is and when and why to use it.
• Share learning, ideas and tips from other authorities who have experience of using customer journey mapping.
• Be inspired by examples of valuable insights and service improvements achieved with journey mapping.
• Reflect on using customer journey mapping in your organisation.
• Network with colleagues over lunch.

Presentations:
Using Customer Journey Mapping for Insight & Improvement - Harrinder Rai, Melton BC
Customer Journeys: Seeing is Disbelieving - Andy Burton, Bassetlaw DC
Rotherham Citizens Calling the Shots - Dave Roddis & Jackie Scantlebury, Rotherham BC
Customer Journey Mapping: What, Why and How - Will Haywood, City of Stoke-on-Trent