FIND THE FRICTION

A 90 minute workshop

Packed with everything you need to create a customer experience improvement strategy within weeks.





Customer Testimonial



"If you are looking for an introduction to customer journey mapping, this is a great place to start. Anne covers a lot of material in a short time, giving a good overview of the process. There are some interesting concepts and ideas in here, like Jobs To Be Done, and the material is presented very clearly. Anne tells you what she will cover and recaps regularly, so that you can't get lost. It is clear she has a lot of experience in this space."

Frances Chapireau (Germany)




By the end of this workshop you will

  • Be able to identify your customer and the job to be done for them.
  • Know how to identify the things you can do to improve your customers' experience.
  • Have step by step repeatable framework for approaching customer journey mapping and testing your touch points.
  • Be able to put a strategy on the table to address both tactical and strategic goals for improvement.
  • Have the necessary templates for creating personas, mapping and testing the journey and prioritising the interventions.



Meet the Instructor



Who is Find the Friction for?


Individuals who:

  • find themselves playing a role in customer experience and digital transformations in organisations that have customer centric goals and aspirations.

Startups looking to:

  • Shift your business from a product-centric approach to a customer-centric approach.
  • Develop and implement a customer experience strategy to support your transition from MVP to scale

Established business looking to:

  • Up your customer experience game (leaving the competition in your dust!).
  • Remove friction from touch-points on the customer journey.
  • Take your business through a CX-led digital transformation.


Really anyone who wants to impress their boss or team with a strategy that delivers implementable insights and impact in a short space of time.




Find the Friction is for you.




If you want to impress your boss or team with a strategy that delivers insights and impact in a short space of time, then Find the Friction is for you.

By the end of this workshop you will

  • Know how to identify the things you can do to improve your customers' experience.
  • Have step by step repeatable framework for approaching customer journey mapping and testing touch-points.
  • Be able to put a strategy on the table to address both tactical and strategic goals for improvement.
  • Have the necessary templates for creating personas, mapping and testing the journey and prioritising the interventions.

Example Curriculum

  Welcome Frictioneers!
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  Foundational Concepts
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  Customer Journey Maps
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  CX Strategy
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  What's next?
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Customer Experience as a competitive advantage


No business can survive without revenue. The source of that revenue is customers. That is why at Solutioneers, we believe that if your company can provide an exceptional customer experience, you can emerge as the market leader — even through tricky times.

Who we have worked with



























Customer Testimonial


Thank you so much Anne, I found the workshop very very valuable. You have given me and my team the tools and understanding to fix missing pieces in our customer journey.

I loved how you managed to make it so accessible to every attendee, as long as you have a customer you can apply the learnings no matter what industry you are in or the size of your organisation.

I'm super energised and excited to implement what I learned. Please let me know when you are running additional courses/ workshops, I'm in!

— Blair Fraser