Customer Journey Mapping Workshop
Find The Friction Costing You Revenue
Discover where prospects drop off, why customers hesitate, and which experience gaps are quietly hurting your conversions, retention, and growth.
Book a Scoping Call
01
Drop-off Points
Where prospects lose interest.
02
Conversion Gaps
What stops visitors from buying.
03
Retention Issues
Why customers fail to return.
CLIENTS WHO PROVIDED US WITH THEIR TRUST
Why Knix
Why Companies Hire Us
We combine customer experience strategy, analytics, and practical business thinking
to uncover growth opportunities most teams overlook.
Customer Experience Expertise
We analyze every stage of the customer journey to identify friction,
confusion, and opportunities for improvement.
Analytics-Driven Approach
Decisions are backed by data, customer insights, and measurable
business impact—not assumptions.
Cross-Functional Workshops
Marketing, sales, operations, and customer success align around
a shared understanding of the customer experience.
Actionable Recommendations
Every engagement results in clear priorities, quick wins,
and practical next steps.
Independent Perspective
We bring an outside view that helps uncover blind spots,
challenge assumptions, and reveal hidden opportunities.
Who Is This Workshop For?
B2B Service Companies
SaaS Businesses
Healthcare Providers
E-commerce Brands
Professional Service Firms
Startups Preparing for Growth
Companies Experiencing Low Conversion Rates
Businesses with Customer Retention Challenges
Workshop Tools
How We Run the Workshop
We combine digital collaboration tools with hands-on workshop methods to keep the session structured, visual, and actionable.
Miro Board
Used for collaborative journey mapping, touchpoint analysis, and opportunity clustering.
Post-its & Markers
For in-office workshops, we use physical post-its and markers to capture ideas, pain points, and team insights.
Google Sheets
Used for final prioritization, scoring, opportunity ranking, and decision-making after the workshop.
Final Roadmap
All findings are organized into a practical action plan your team can use after the session.
Business Outcomes
What This Workshop Helps You Improve
The goal is not just to create a journey map. The goal is to uncover the moments where better customer experience can directly improve revenue, retention, and growth.
Higher Conversion Rates
Identify where prospects hesitate, drop off, or lose trust before becoming customers.
Better Lead Quality
Clarify your ideal customer profile and improve how marketing attracts best-fit buyers.
Improved Retention
Find lifecycle gaps that cause frustration, churn, weak onboarding, or poor repeat business.
Faster Decision-Making
Give your team a clear, prioritized roadmap instead of scattered opinions and assumptions.
Aligned Teams
Connect marketing, sales, support, and leadership around one shared view of the customer.
New Revenue Opportunities
Reveal upsell, cross-sell, referral, and customer experience improvements hidden in the journey.
Workshop Deliverables
01
Customer Journey Map
A complete visual map of your customer experience covering every major stage:
- Awareness
- Consideration
- Decision
- Purchase
- Onboarding
- Retention
- Advocacy
02
Customer Pain Point Analysis
Detailed analysis of the biggest barriers impacting customer experience:
- Friction points
- Customer frustrations
- Process inefficiencies
- Communication gaps
03
Opportunity Matrix
Prioritized improvement opportunities ranked according to:
- Business impact
- Implementation effort
- Revenue potential
04
Action Plan
A practical roadmap designed to help your team execute improvements quickly.
- Prioritized recommendations
- Quick wins
- Strategic initiatives
- Next-step roadmap
Workshop Process
From Customer Insight to Growth Roadmap
A structured consulting process designed to uncover customer friction, align your team, identify your ideal customers, and turn insights into measurable growth opportunities.
01
1 Hour
Discovery Call
We start with a stakeholder interview to understand your business goals, acquisition process, challenges, and current customer experience.
- Business goals
- Current acquisition process
- Existing challenges
- Key customer segments
02
2–3 Business Days
Ideal Customer Profile (ICP)
Before mapping the journey, we identify who your most valuable customers are and what drives their buying decisions.
- Best-fit customer segments
- Buyer motivations
- Pain points & needs
- Decision-making triggers
03
3–5 Business Days
Data Collection
We review the data, systems, and materials that influence the customer experience throughout the journey.
- Website analytics
- CRM data
- Customer feedback
- Sales documentation
- Marketing funnels
- Support workflows
04
Half-Day Workshop (4 Hours)
Customer Journey Mapping Workshop
A collaborative workshop where we map the complete customer journey, uncover friction points, and identify growth opportunities.
- Persona alignment
- Journey stage mapping
- Touchpoint identification
- Pain point discovery
- Opportunity brainstorming
05
5–7 Business Days
Analysis & Recommendations
We analyze the workshop findings and identify the highest-impact opportunities to improve customer experience and conversion.
- Friction analysis
- Opportunity prioritization
- Conversion improvements
- Retention opportunities
06
90 Minutes
Presentation & Roadmap
We present the final customer journey map, key findings, quick wins, and a prioritized implementation roadmap.
- Journey map review
- Key insights
- Quick wins
- Strategic recommendations
- Prioritized action plan
Common Growth Barriers We Uncover
Wrong Audience Acquisition
Marketing campaigns attracting visitors who are unlikely to become customers.
Conversion Friction
Website issues that create unnecessary barriers and reduce conversions.
Lead Handoff Gaps
Misalignment between marketing, sales, and customer success teams.
Onboarding Problems
Customers losing momentum after purchase due to onboarding friction.
Missed Revenue Opportunities
Upsell and cross-sell opportunities hidden within the customer journey.
Support Bottlenecks
Customer support issues creating delays, frustration, and churn risk.
Retention Challenges
Customer drop-off points hidden throughout the lifecycle.
frequently asked questions
Everything you need to know before booking your Customer Journey Mapping Workshop.
What is a Customer Journey Mapping Workshop?
A Customer Journey Mapping Workshop is a structured consulting engagement that helps businesses understand how customers experience their brand across every touchpoint. We identify friction points, opportunities, and improvements that can increase conversions, customer satisfaction, and retention.
Who should attend the workshop?
We recommend including decision-makers and stakeholders involved in marketing, sales, customer success, operations, or customer support. The best results come when multiple perspectives are represented.
How long does the workshop take?
The workshop itself lasts approximately 8 hours. In addition, we conduct a discovery call, preparation and research, and post-workshop analysis before delivering final recommendations.
Do you need access to our data?
Not necessarily. While access to analytics, CRM data, customer feedback, and existing processes can improve the quality of insights, the workshop can still provide significant value using stakeholder knowledge alone.
What deliverables will we receive?
You’ll receive a customer journey map, pain point analysis, opportunity matrix, prioritized recommendations, and an actionable roadmap your team can begin implementing immediately.
Can the workshop be conducted remotely?
Yes. We regularly facilitate workshops remotely using collaborative digital tools like MIRO. In-person workshops can also be arranged for teams located in Croatia and neighboring countries.
What happens after the workshop?
You’ll receive a detailed roadmap and recommendations. If needed, Knix Agency can also support implementation, conversion optimization, customer experience improvements, and ongoing consulting.
We already know our customers. Why do we need this?
Most companies understand their customers internally but haven’t mapped the actual customer experience end-to-end. The workshop often uncovers hidden friction points, assumptions, and opportunities that teams weren’t aware existed.
Is this a one-time workshop or an ongoing engagement?
The workshop is a standalone engagement. However, many clients choose to continue with implementation support, CRO consulting, analytics, customer experience optimization, or growth strategy projects.
Fixed-Price Workshop
Customer Journey Mapping Workshop
€1,950
8-hour workshop with preparation included
A structured consulting engagement designed to uncover customer friction, identify growth opportunities, align stakeholders, and create a practical roadmap for improving customer experience, conversions, and retention.
What’s Included
- Scoping & discovery call
- Ideal Customer Profile definition
- Workshop preparation & research
- 8-hour facilitated workshop
- Customer journey mapping
- Pain point & friction analysis
- Opportunity prioritization matrix
- Actionable recommendations
- Workshop summary & deliverables
- Executive presentation & roadmap
Workshop Duration: 8 hours
Preparation & Analysis: Included
Final Output: Journey map, opportunity matrix, and roadmap
Book Your Free Scoping Call →
Preparation & Analysis: Included
Final Output: Journey map, opportunity matrix, and roadmap
No obligation • 30-minute strategy call • We’ll determine if there’s a fit
TOOLS
Latest insights
