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Kickoff Meeting Template

How Hard Is It to Be Your Customer?
Using Journey Mapping to Drive Customer-Focused Change
Customer Journey Mapping Project Kickoff Agenda
• Customer Journey Mapping Initiative Objectives
• Process
– Review of the Journey Mapping Process
– Customer Immersion: to collect highest quality experience information
 [Insert interview types you’ve selected for this initiative]
– Action workshop: to create improvement initiatives
• Timeline
• Questions

How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change | ©2019 Heart of the Customer 2
Company Objectives

 Find Moments of Truth and Friction Points for the customers’ [INSERT YOUR JOURNEY
HERE] to improve [INSERT what you would like to improve].
 Create an exceptional [INSERT YOUR JOURNEY: example- onboarding] experience for
customers across products and services.

The success of this initiative will be judged by:

• [INSERT SPECIFIC GOALS AND KPIs HERE].

How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change | ©2019 Heart of the Customer 3
Discovery Uncover What Is Already Known Today

The first step is to engage the company in the process, building

Discovery interest and buy-in.
Discover hypotheses
and existing knowledge • Activities:
on your current experience. – Review of existing research and surveys, including any Net
Promoter or Customer Satisfaction surveys.
– Interview key stakeholders
– Host a Hypothesis Mapping Workshop 

How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change | ©2019 Heart of the Customer 4
Customer Immersion Get to the Heart of Your Customer Experience

Meet your customers on their turf

• [INSERT CUSTOMER IMMERSION DETAILS – interview types,

Customer Immersion amounts and why it is important.] add additional slides to go deeper
Pinpoint the critical into your chosen methodology.
“Moments of Truth”
in your customer experience.

How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change | ©2019 Heart of the Customer 5
Action Creating Journey Maps

Journey maps are a change-maker’s best friend

• Journey maps help you showcase points of friction and delight in

Action your customer experience.
Immerse teams in the
voice of the customer to create • Start with your brand guidelines, to create a map that is unique to
customer-focused change. your company. Start with a blank canvas, then tell your
customers’ stories, layering in their critical Moments of Truth to
improve the experience.

How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change | ©2019 Heart of the Customer 6
Customer Journey Milestones & Timeline

Example Timeline –
insert specifics for
Kickoff your initiative

Hypothesis Mapping
Workshop

Observer
Debrief
Action Workshop
Interviews Analysis

Mar Apr May June July

How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change | ©2019 Heart of the Customer 7