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HIGHLIGHT: Making your Customer Journey Mapping Effective

03rd July 2018 13:30 - 16:30 Highlights
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Event description

If you’re not sure what to do next in your Customer Experience programme, mapping your customer journeys is time well spent.

To be insightful though and to drive the right change, the process needs to be strategic, effective and influential.

And so these highly interactive workshops demonstrate how to set up journey mapping sessions, how to create the map itself, how to facilitate your own workshop and how to get the most value from them afterwards.

We create personas and work through a live example so you have a familiar template with which to map your own customers’ journeys. We look at the differences between mapping today’s journey and a future journey.

And crucially, because journey mapping is a means to an end, not the end-game itself, we understand how it supports the bigger picture. After all that effort we don’t want the maps to look good but simply gather dust!

Time and time again I’ve seen the positive impact that journey mapping has on a business. And you can take great pride in being the one to show your business how to do it!

Objectives of the session:

• To give you the confidence to map your own customer journeys and influence your stakeholders
• To show how to create a real empathy with your customers
• To provide you with the tools, tips and templates you need
• To demonstrate how to prioritise all the actions and how to oversee change
• To show how journey mapping fits with all other elements of customer experience

About the speaker

Jerry Angrave , Empathyce

Jerry Angrave is founder and managing director of Empathyce, a CX consulting and training company based in Cheltenham. He is a Certified Customer Experience Professional and is one of only a handful of people globally who are authorised by the Customer Experience Professionals Association to train others for the accreditation. Jerry has worked with clients across many different sectors in Europe including aviation, travel, utilities, professional services, SaaS companies and financial services. Before creating Empathyce in 2012 Jerry had senior CX and Marketing roles in the corporate world including at Lloyds Banking Group and previously at Cheltenham & Gloucester Building Society. As a consultant and trainer, Jerry now helps companies understand what their customer experiences should be, why it’s important and how to go about it. Jerry is also a judge at the UK Customer Experience awards. Jerry has always lived in Cheltenham apart from a few years living and working in New Zealand.


The Growth Hub Oxstalls Campus Oxstalls Lane Longlevens Gloucester GL2 9HW

Event organised by


The Growth Hub - Oxstalls

The Growth Hub is based at the University of Gloucestershire’s Oxstalls Campus in Gloucester. Partnered with both the University and GFirst LEP, The Growth Hub is here to help every Gloucestershire business grow.

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13:30 - 16:30
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