EMEA Presentations

The concept of journey mapping is simple: identify and diagram every moment across a customer experience, whether it is a specific, finite interaction—for example, a student completing their module enrollment information—or an entire relationship with an institution across all touch points. These maps can help determine exactly what students need both at a functional and emotional level throughout their relationship with an institution.

In this workshop, Ciber and Oracle will demonstrate a step-by-step methodology for developing CX journey maps. Attendees leave the workshop with hands-on experience with a proven, repeatable methodology. Participants will work through a non-HE scenario so the focus will remain on the methodology and not issues related to any individual school or department. They can then share that methodology across their organisation with the journeys that are most relevant to them.