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Developing A Customer Experience Journey Map

19 Mar 2024

Developing A Customer Experience Journey Map

  • From : Tue, 19 Mar 2024 09:00 AM
  • To : Tue, 19 Mar 2024 11:30 AM
  • At : Online, Online
Other providers

Event Detail

The Eastern Sector Development Team  are hosting a Developing a customer experience journey map webinar

Older Australians are expected to enjoy greater choice and control as a result of Aged Care reform. This includes their choice of provider. For CHSP, it is therefore important that your brand and the experience of your clients is of strategic importance. Developing a customer journey map is a great way to help you look at how your customers actually experience your brand (organisation/services) versus how you think they do. Journey mapping is all about understanding the touch points that your customers have with your organisation, understanding the pain points and the moments that matter from your client’s point of view. Its then about analysing and using what you learn to improve the client experience through efficiencies, technology, and innovation.

In this workshop, we will work through the practical steps involved in developing a customer experience journey map. We aim to answer the following questions.

  • Why is customer experience important in the new world of home care?
  • What is a customer journey map, and how can it help?
  • What are the steps we need to take to undertake a customer journey map?
  • What are the tools we need to develop a client experience journey map?
  • As part of the webinar, you will receive:
  • A checklist for creating your Client Experience Journey Map project.
  • A template for organising your insights into themes.
  • A home care customer Experience Journey Map template for finalising and publishing your insights.

Who should attend?
CHSP leaders including Managers, Coordinators, Team Leaders, and quality personnel. Board or Committee of Management members also welcome.

 

Who's Listening

  • Sherryn Davies
    Community and Stakeholder Engagement
    COTA Queensland
  • Gillian Myers
    Sector Support and Development
    COTA Queensland

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