Today I went to the lovely Oracle offices in Moorgate for a Journey Mapping Bootcamp. I will be honest, I’m not sure what I was expecting from the day but it was nothing like I had anticipated. It was honestly a fabulous session.
The purpose of the day was to empower Oracle Fusion customers, irrelevant of the modules used, to be able to take a holistic approach to their customers / suppliers / employees and to understand what the customer experience looks like for them.
There was a lot of focus around each of the touch points a customer has with an organisation, how the process will make them feel and very importantly, how is the whole journey perceived by the customer. When analysing hyperthetical scenarios, it was easy to see that most interactions a customer has with an organisation are unlikely to be ones that exceed their expectations.
Having recently completed my PROSCI Certificate in Change Management, I particularly enjoyed the focus on change management. It was useful to see some other approaches that can be used. I felt it was important that other customers were provided with these theoretical frameworks to be able to take their learning back to their organisation.
Towards the end was the first time that systems were mentioned. It was really helpful to see how the journey for different customers can be managed through the use of Oracle Fusion products. It took the theory and applied it to real use cases for the customers in the room.
Overall I would highly recommend that organisations who are undergoing change or those that wish to improve their current approach to customer experience attend one of these Journey Mapping Bootcamps. Whilst I work for an Oracle Partner, I still found it massively beneficial as I can use my learning to improve the experience for my customers but also to help them improve the experience for their customers. This is a phenomenal opportunity that Oracle are providing to their customers and I’d recommend anyone who has the opportunity to attend, to sign up for the next one!
If you want more details on the subject of CX, Ian Golding who hosted the session has written a book. Details below:
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K8 Mead 