Mapping End-to-End AI-Augmented Journeys

Visualize and manage the full lifecycle of AI interaction across user touchpoints.

Pillar

Process – Workflow, Governance, Risk & Efficiency

Overview

This course enables participants to design and oversee comprehensive AI-augmented customer and employee journeys. It covers techniques to map interactions where Generative AI enhances user experiences, ensuring seamless integration, consistency, and value across all touchpoints.

Learning Objectives

Participants will be able to:

• Understand the concept and benefits of AI-augmented journeys

• Map user interactions integrating AI-driven touchpoints end-to-end

• Identify potential friction points and opportunities for AI enhancement

• Develop frameworks for monitoring and optimizing AI interactions

• Collaborate effectively with cross-functional teams to implement journeys

Target Audience

• Customer experience managers

• Process designers and business analysts

• AI product managers and solution architects

• Marketing, sales, and support leaders

Duration

20 hours over 4 days (5 hours per day)

Delivery Format

• Interactive workshops with journey mapping exercises

• Group collaboration and role-playing scenarios

• Case studies of AI-powered customer and employee journeys

Materials Provided

• Journey mapping templates and AI integration checklists

• Best practices guide for AI-augmented workflows

• Case study summaries

• Certificate of completion

Outcomes

• Create detailed maps of AI-augmented user journeys

• Identify and prioritize AI touchpoints to improve experiences

• Design seamless workflows that leverage GenAI capabilities

• Drive cross-team alignment on AI interaction strategies

Outline / Content

Day 1: Foundations of AI-Augmented Journeys

• Introduction to AI in customer and employee experiences

• Key principles of journey mapping

• Identifying AI touchpoints and data flows

Day 2: Designing End-to-End AI Interaction Maps

• Tools and techniques for journey visualization

• Mapping multi-channel and omni-channel AI interactions

• Addressing pain points and enhancing engagement

Day 3: Implementing and Monitoring AI Journeys

• Metrics for measuring AI impact on journeys

• Continuous improvement using AI analytics and feedback

• Governance and compliance considerations

Day 4: Cross-Functional Collaboration and Optimization

• Aligning stakeholders across departments

• Role-playing journey scenarios with AI integration

• Workshop: Develop a complete AI-augmented journey map for a case study

• Group presentations and feedback