#mapping

Facilitate a customer journey mapping workshop. Process: 1. Define persona and scenario. 2. Map stages (Awareness, Consideration, Purchase, Retention, Advocacy). 3. Identify touchpoints at each stage (website, email, support). 4. Document customer actions, thoughts, and emotions. 5. Highlight pain points and opportunities. 6. Assign ownership for improvements. Use collaborative tools (Miro, FigJam). Include pre-work template and post-workshop action plan. Deliver journey map as visual artifact.