EPIC Consulting.ae

09/04/2020

Dear all. pray you and your loved ones are well - stay safe!

Given the current situation, many businesses have been affected. Keeping that in view, we are conducting a free online, interactive session on the 15th of April to collaboratively understand challenges faced by businesses and to brainstorm ideas to solve some of those challenges using design thinking techniques.

If you're interested to participate or know someone who might be interested, please register at the given link. Zoom link will be shared with those who will register. Thanks

Hi! Thanks for showing your interest to join this session. We are sure you will find this session worthy of your valuable time. It is going to be an interactive online session.We’ll use a digital whiteboard called MURAL for hands-on activities during the session. For those of you who may be new to...

01/01/2020

"Like most journey mappers we start with employee workshops (Hypothesis mapping done with internal business employees) and we find that the facts (steps) of the journey are 70-80% right: what's wrong are the 'Moments of Truth' that really matter to customers" states our guest Jim Tincher, CCXP, Chief Mapping Officer at Heart of the Customer, LLC, a niche CJM boutique consulting outfit, and author of recently published 'How Hard Is It to Be Your Customer, Using Journey Mapping to Drive Customer-Focused Change'.

In EPIC Consulting.ae's videocast series 'Beyond Books & Blogs - Inspiring CX Stories', Jim shares many secrets of the trade for successful CJM such as how to go about scoping CJM projects and the importance of trade-offs in this respect, how every CJM project should be viewed as an opportunity to shift the organization culture to be more customer focused, some of the biggest challenges in B2B journey mapping, how Key Performance Indicators (KPIs) get in the way of what customers really need, etc.

Tune into EPIC's YouTube channel at https://youtu.be/1VbiS02nFR0 to get a complete feed on all the trinkets that Jim shared with us.

19/12/2019

Rakesh Kasturi and his partner Matt Stewart have deployed user journey mapping to iteratively develop their digital workshop Life Sprint (www.lifesprint.me): A tool to help you zoom out and strategically tackle career and life challenges quickly. It helps you define clear actions while gaining support and confidence from others.

This use case of mapping is particularly interesting as it shows how it started off as an essential tool to design the user experience. With time, as real user feedback was obtained, the map was, and is being, continuously updated and converted into an end-to-end customer journey map by adding:
i) user's emotions, thoughts and feelings at various steps of the journey, and
ii) how prospects, before joining the digital workshop, become aware of the 'Life Sprint' and eventually become users and then advocates.

To hear and see how a digital product can be engineered to deliver a great experience, please visit EPIC's YouTube channel at https://www.youtube.com/watch?v=Lt3rJny2bRc&t=2016s

08/12/2019

"It is about seeing your business challenges from outside-in rather than inside-out and mapping lets you do that better than any other tool" says veteran mapper Jim Kalbach, author of one of the quintessential mapping reference books 'Mapping Experiences', and currently Head of Customer Experience at Mural.co

For the full interview, you may visit EPIC's YouTube channel at: https://youtu.be/vl2rBRwKro0

Jim shares many mapping tricks and trinkets from his 20+ plus years of mapping experiences such as his views on how to start mapping, the difference between mapping for journeys and mapping user work flows for products, why getting the end-to-end journey view is essential even for UX folks (whether they are working in the product space or the channel space), etc.

30/10/2019

It was a pleasure to have an amazing group of participants at EPIC's one day Customer Journey Mapping (CJM) workshop at in5 Dubai.

Folks were from diverse functions(CX, branding & marketing, owners & founders, HR, design, etc.)& sectors (retail, advertising & film-making, e-commerce, fashion, agencies & startups)

At the end of an intensive day's work, each team presented their customer's journey including the emotional highs and lows & solutions to alleviate their customer's pain at their respective 'Moments of Truth'

The atmosphere during the entire day was friendly, dynamic & enterprising. It wouldn't have been possible without each and everyone's commitment, positive energy & proactive engagement.

Thank you Victoria Alcober, Daniela Kozubska Essafi, Robby Polintan, Balakrishna Murthy, CCXP, Almasa F. Alunni, Madan Kumar, Joyce Azar, Badrriya Henry, Youness Derouiche, Kantesh Ambwani, Joe Safi, Abdul Hameed & Mostafa for making the workshop fun, enjoyable and a great learning experience for all!

02/10/2019

Join us for an interactive online session to learn how to use design sprinting techniques for efficient decision making.

You can apply this method to quickly come up with solutions for your business challenges and priorities them efficiently within your business context.

This is a FREE session and seats are limited. Before you miss this opportunity, please register at the link below:

Hi! Thanks for showing your interest to join this session. We are sure you will find this session worthy of your valuable time. It is going to be an online session. The objective of this session is to help you learn some design sprint techniques and appreciate how effective it is to adopt structured...

26/05/2019

Recently found a great chat hosted by one of the global CX gurus, Jeanne Bliss, with Lesley Mottla. Lessley joined the Zipcar team as their 'Product Manager' while in reality she saw herself as the CX anchor. Her interview is absolutely great as it sheds light on the virtues of Customer Journey Mapping in a start-up and what value it brings. After Zipcar, Lesley moved to M.Gemi that is an online Italian luxury shoe retailer and her approach there is the same. Develop a view of the customers journeys and then get everyone, top management, website developer, channel developers, product developers, customer service to work around that view.
Would highly encourage everyone, especially those in the startup phases of their businesses, to listen in to the interview, and see how she uses customer journey maps and more...
Interview can be found at:

Lesley Mottla helped build Zipcar, and now works at M. Gemi. Learn some of her biggest customer experience lessons in this podcast.

28/04/2019

Beyond Books & Blogs Inspiring CX Stories Episode # 6 with Vidhya Sriram
Our esteemed guest today is Vidhya Sriram, who started mapping customers journeys at Microsoft and has since then carried on using them in all her works. She is an independent consultant working with companies that are intentional about digital transformation. Recently she has been working with companies to set up and scale customer research programs to inculcate empathy and customer-centric innovation.

Vidhya, emphasized on the importance of doing journey mapping as an ongoing activity rather than doing it as a one time exercise to build an artifact!

To watch the full interview, please visit our Youtube channel at the link below:
https://www.youtube.com/watch?v=XM5_W5lz_jk&t=375s

22/04/2019

Highlights from our 4th Online Journey Mapping Workshop!

Today we developed an experience map for Eve – our hypothetical European lady traveler who was visiting KSA for the first time. In the 4 hr collaborative online workshop, the team helped get insight into Eve's fears, concerns and success factors for her trip, and come up with ideas for the hypothetical tours and travel company's digital strategy.

Some of the key takeaways for the participants were:
1) "Customer journey mapping provides a complete 360 degree view of the customer"
2) "Journey Mapping before requirements gathering can take development in a new direction and help product owners with designing more useful features"
3) "Online Mapping is fun and can expand our perspectives"
4) "Maybe it would be more insightful in real-life client context, and we might learn more if we practice with actual users"

Would you like to participate in our fun and engaging online CJM hands-on experiential workshops? If yes, please register your interest by completing the registration at:
https://epicconsulting.typeform.com/to/wdlms7

11/04/2019

Beyond Books & Blogs - Inspiring CX Stories Episode # 5 with Anne Cramer, CCXP.
Our guest of this episode is Anne Cramer, a 19 year veteran of customer, patient, and employee journey mapping. Currently she is the Director of the CX Center of Excellence at a US health insurance firm.

Talking about strategic benefits of journey mapping, Anne shares an incident where a CEO looked at the journey map and said that he could run the entire company with this!

To watch the full chat where Anne shares and talks about her other interesting mapping experiences, how she started her journey with journey mapping, what benefits of adopting journey mapping she has seen in her career and she also shared useful tips and advice for people who want to start mapping their customers' journeys. isode please visit our YouTube Channel at he link below:
https://www.youtube.com/watch?v=c3sZJYoDlYs