November 26, 2021

10:00 am to 12:00 pm

Online Workshop

A customer journey map helps identify areas of friction, creates empathy, and really does keep customers at the heart of every interaction during their journey with you. What makes a customer journey map highly valuable is its process. Creating one requires you to perform detailed customer research that leads to compelling customer-centric stories that can be visualised along the journey.

Join our session with Proto Partners CEO, Damian Kernahan as we look at why every business needs a customer journey map.

Learning Outcomes:

  • Induction to customer experience
  • Building blocks of customer journey mapping
  • Developing a persona
  • CJM Creation Exercise: Understanding Current State
  • CJM Creation Exercise: Defining journey phases and steps
  • CJM Creation Exercise: Evaluating customer issues & pain points
  • Insight generation and solution brainstorming for future state

Our Presenter

Damian Kernahan

Damian Kernahan believes Branding is the promise you make; Customer Experience is the promise you keep.

To help Australian organisations keep more of their brand promises, as co-founder of Proto Partners, Damian pioneered the introduction of Service Design to Australian business in 2008. Having worked across Australia and the USA in senior marketing and management roles, he combined his MBA studies, his marketing services experience and a deep interest in the power of design to start Australia’s first dedicated Service Design consultancy.

Damian is considered one of Australia’s leading experts on Customer Experience and Service Design having worked with both fast growing and blue chip companies on how to harness the power of design to create intentional service experiences, customers love.

He is an authority on Customer Experience Management, Service Design and Service Innovation

Realise Business is Not-for-Profit, and funded by all levels of Government, which means you can get advice from our highly experienced business advisors for a fraction of the cost of private business coaching. Find out more

Media Release

By attending this event you agree that Realise Business may use photographs or video footage taken of yourself during the event for marketing purposes; including DVD production, posting on the Realise Business website, and or social media platforms, or for future Realise Business events.


Bookings are closed for this event.

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