25 October 2017: 9.00 am – 12.30 pm BST at Oracle, 1 South Place, London  EC2M 2RB :

This event was not recorded due to copyright.  We will be hosting another such live event in 2018 so watch this space and book your place to avoid disappointment!

Details of this event were:

Today’s Enterprise businesses find themselves in the middle of digital disruption. It is getting harder and harder to drive profitable growth from existing business models and most major players are under huge pressures to reinvent themselves. High-value added services are the key battleground to differentiate and capture profitable market share.

The APS and Oracle on demand will bring you a masterclass in Customer Journey Mapping (CXJM) to help you refine your customer experience across all sectors. This workshop is designed to put you in the mindset of your customers; to walk through their journeys as they purchase through your partner network or engage with you directly.

Customer Journey Mapping is a tool which allows you to ensure a customer-centric approach across all reaches of your organisation.

What will I gain from this session?

  • Industry leading insights into your customers journey
  • The ability to identify ‘pain points’ and opportunities in your customer experience
  • How to future proof your business by designing outstanding high-value added services that are customer-centric at their core.


8.30-9.00:  Coffee & Registration

9.00-9.15:  APS Welcome & Introductions  Customer Experience Journey Mapping – Setting the Scene:  Oracle CX journey mapping expert will be facilitating the practical session and set the scene on our customer’s journey, the breakage points and things to consider when mapping out the proposed changes/solutions during the practical exercise.

10.15:  Coffee break

10.30-11.45:  Customer Experience Journey Mapping – Mapping the journey:  Customer journey mapping and experience design are among the most powerful tools customer-centric organisations have. This interactive workshop, in association with Oracle will include: hands-on experience of mapping customer journeys; use of maps to diagnose customer experience issues and identify opportunities; designing experiences that more than achieve your customer expectations and deliver business value.

11.45-12.00:  Round up and Close of Session

12 noon:  Networking lunch

APS Fellows and Advanced Members Event.  This event will not be video recorded due to copyright restrictions.