Customer Journey Forum

Forum Type

Customer Journey Forum

Coordinate work for a specific (step of a) customer journey.

Purpose

In the rapidly evolving landscape of customer engagement, Customer Journey Forums are emerging as essential platforms. Sometimes labeled as guilds or Communities of Practice, these Forums offer a space where professionals gather to share insights, discuss, and deliberate on specific customer journey segments. Within organizations, different teams or Crews have varied approaches to customer engagement. Forums bridge the potential silos, facilitating discussions that span across many Crews.

A notable aspect of these Forums is their versatility. Recognizing that the customer journey is multifaceted, these Forums can be tailored to address specific stages. Whether the focus is on the initial 'Awareness' phase, the 'Activation' moment when potential becomes tangible, the intricate 'Onboarding' process, or any other pivotal touchpoint, a Customer Journey Forum provides the ideal setting for collaborative decision-making. In essence, they foster a more holistic and unified approach to enhancing customer experience in today's competitive market.

Notes

You can set up a Customer Journey Forum for any part of the customer journey, such as Awareness, Activation, Onboarding, and so forth. You may need a Chair for each Forum, but this role does not include people management.

Rules / Constraints

  • The Forum exists only for discussions and decision-making.

  • The Forum participants do most of their work on Crews, not on Forums.

  • Nobody on a Forum is the manager of all Forum members.

Business Model
Channel
Customer Journey
Functional
Market
Organizational
Product
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(Source: Johann Wolfgang von Goethe)