Читать книгу Orchestrating Experiences - Chris Risdon - Страница 47

As with any workshop, preparation includes identifying the right participants, clearly communicating intended outcomes, and getting your artifacts and materials ready in advance. Doing some light discovery to ensure that you hit the ground running in your session can pay dividends as well. Here are some tips:

• If you are new to your organization or client, do some digging to identify the right attendees. Channel and product owners should attend, but also invite people who make tangible touchpoints or interact with customers via intangible touchpoints (e.g., call center representatives).

• Track down any existing frameworks or models related to channel operations or customer journeys. This will help you understand the structures that currently govern participants’ roles and work.

• Take some time to do your own exploration of your channels and touchpoints. This will give you better insight into whom to invite and how much time you will need to cover the breadth and depth of the customer experience. Take screenshots and take pictures of touchpoints.