Mapping the Customer Journey Throughout the Project Life Cycle

Featuring Dave Davis Dayton/Miami Valley, Ohio Chapter +2, and Lynda Carter - September 19, 2024

Overview

One of the critical competency require on the modern project professional is the ability to communicate the customer experience of the project product and the customer experience. This presentation will explore how to identify function touchpoints for the product using a customer journey model. This presentation will bridge the combination of the PMI talent triangle to effectively create understanding of the customer experience. We will explore the use of “Ways of Working” by discussing how to lead a customer journey elicitation session and provide Function Details in alignment with the Project “Development Approach & Life Cycle”. We will explore “Power Skills” by discussing the human interaction throughout the journey evolution, and we will explore ‘Business Acumen” and it’s definition of defining the environment in which the customer journey exists.

Learning Objectives

One of the critical competency require on the modern project professional is the ability to communicate the customer experience of the project product and the customer experience. This presentation will explore how to identify function touchpoints for the product using a customer journey model. This presentation will bridge the combination of the PMI talent triangle to effectively create understanding of the customer experience. We will explore the use of “Ways of Working” by discussing how to lead a customer journey elicitation session and provide Function Details in alignment with the Project “Development Approach & Life Cycle”. We will explore “Power Skills” by discussing the human interaction throughout the journey evolution, and we will explore ‘Business Acumen” and it’s definition of defining the environment in which the customer journey exists.

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Acknowledgements: Tara Leparulo and Jeffrey Martinez

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