Customer Experience: Service Blueprinting

Deliver an exceptional customer experience. Learn how to use customer service blueprinting to map and support the customer journey.

Introduction

• Planning your customer service inflection points

1. Outcomes of Service Blueprinting

• What is service blueprinting?
• Define the scope for a blueprint

2. Prepare for Success

• Gather data to create the blueprint
• Map the customer actions on the blueprint
• Map the employee actions for this scope
• Layer in support actions for the scope

3. Running a Service Blueprinting Session

• Prepare for the workshop and setup
• Set expectations for the workshop
• Finding solutions to pain points
• Validate with customers and employees

4. Using Your Blueprint

• Finalizing and using your blueprint
• Leveraging service blueprints