Mapping your way to greater social impact! A hands-on customer experience workshop that will deepen donor relationships and improve internal team cohesion

This hands-on session is a primer on mastering the CX (customer experience) journey mapping approach and will include easy-to-understand case studies from other social impact organisations large and small. This special session will have participants work in teams, use Post-it notes and walls to learn how to help bring greater supporter centricity to their organisations and build greater internal cooperation for a more seamless supporter experience.

Learning outcomes

  • Understand the fundamentals of CX Journey Mapping by “doing” in the workshop
  • Take back resources to help you be a mapping change agent and leader in your own organisation
  • Through case studies, understand the common barriers to success with journey mapping

Who should attend: This session is aimed at anyone who wants to create more customer/supporter-centric experiences

Session style: We will be using a hands-on, team approach to this session. Individuals will come together in small teams and work on common problem solving to understand how they can apply the technique once they are back in their office. This “team” learning approach will also allow participants to get to know their peers at the conference.


Brian Walsh (Canada)
Principal, Structured Empathy