MW2015 Workshop: Customer Journey Mapping Workshop
Allegra Burnette, Forrester Research, USA
This workshop will be a shortened version of the customer journey mapping workshop conducted by Forrester Research for clients. The workshop consists of a series of quick hands-on exercises to map out the visitor experience. Along the way, we will identify touch points, emotions, and related metrics as well as look at the underlying ecosystem supporting the customer journey. We will end by ideating and prioritizing solutions. While the workshop will be a condensed version of the full one and two day workshops that Forrester conducts, participants will come away with an understanding of the process and its application to museums and cultural institutions.
There are several published reports on customer journey mapping at www.forrester.com.