1. Introductions and Expectation Setting

• Overview of the Training & Certification Process
• What You’ll be Able to Do after this Course
• How You Can Apply Customer Scenario® Mapping in Your Organization
• How Others have Applied it

2. Introduction to Customer Scenario® Mapping Methodology
3. Overview of a Customer Scenario® Mapping (or Customer Co-Design) Session
4. Experience a Customer Scenario® Mapping Session (as Customers)
5. Debrief

6. Customer Scenario® Mapping Step-by-Step

• Mapping out the Customer Layer
• Specifying Touchpoints & Channels
• Identifying Information & Attributes
• Identifying Customers’ Moments of Truth
• Specifying Customer Metrics
• Mapping out the Partner & Supplier layers
• Spotting Offers, Services and Resources
• Specifying Partner and Supplier Metrics

7. Capturing “Report Outs”
8. Customer Scenario® Mapping Practice Session #2

• Identifying Customer Segments and Roles
• Identifying Scenarios
• Specifying Scenarios
• Mapping all the layers

Working Lunch—Complete Maps, Report Outs & Debrief

9. Discovering and Specifying Supporting Services & Business Processes
10. Create CSM Scorecard
11. Capturing the Maps
12. Analyzing the Maps and Making them Actionable
13. Recruiting & Interviewing Participants
14. Logistics & Preparation

14. Customer Scenario® Mapping Practice Session #3—All the Way Through

15. Graduation as Facilitators-in-Training:

• Receive your Mapping Kits
• Plan your 2 Practicee Sessions
• Schedule your Coaching Sessions
• Take advantage of CSM Community of Practice
• Coaching and Support