The increasing sophistication of the customer is one of the mega-trends of recent years, with service becoming as much a competitive differentiator as cost. But many supply chains have failed to recognize this paradigm, remaining internally “process-centric” and with scant regard for the end customer. The reality is that maximizing “the right experience” for the customer requires product offerings and their supporting supply chains to be integrated and indistinguishable. This has already been recognized by those leading companies who have already transformed their supply chains into customer-centric supply chains, such as Cisco, Starbucks and NCR.

What is Supply Chain Journey Mapping?
Supply Chain journey mapping is a human-centered design methodology that allows you to look at your supply chain from your customers’ perspective, and is equally applicable whether you operate in a B2B or B2C environment. The objective is to deliver better customer experience to improve retention and profitability.

This interactive workshop will include:

What participants will learn:
Powerful, practical tools for creating customer-centered Supply Chain strategies, and tips for introducing supply chain journey mapping into your organisation for immediate action.

By the end of the day you will have identified innovative ways to improve the customers’ experience by incorporating and combining the people, process and technological resources that can drive new attitudes and behaviours within the supply chain to deliver superior results.

Who Should attend:
Supply Chain Managers, Product Development Managers, Innovation Managers, Sourcing and Procurement Managers, Distribution and Logistics Executives, Manufacturing Mangers, Category Managers and cross-functional teams involved in Supply Chain Strategy and Design.