Lifecycle Live Workshop: Mapping the Customer Journey
Break down a real customer journey. Apply it to your own brand. Get feedback from the room.
Lifecycle Live is a monthly, hands-on workshop series from Phi and Carlos at Verbose for people doing the work across lifecycle, CRM, retention, product, and customer experience.
For Session 1, we’re focusing on customer journey mapping, not as a polished deliverable, but as a practical way to understand what customers are actually experiencing, where friction exists, where opportunities show up, and what to prioritize next.
We’ll start by walking through a real brand journey together. We’ll look at how the experience has evolved, what stands out across channels, what’s working, where the gaps are, and what we’d investigate or improve first. We’ll also share the practical tools, shortcuts, and techniques we use to map journeys in the real world.
Then it’s your turn.
Pick one part of your own customer journey - signup to first purchase, first to second purchase, trial to paid, onboarding to activation, reactivation, or another moment you’re actively working on and work through it alongside us.
You don’t need a polished map. Bring a Figma file, screenshots, an ESP flow, a rough diagram, or even just a lifecycle problem you’re trying to untangle.
We’ll give you a simple framework, a few focused prompts, and dedicated time to work on it during the session.
Then we’ll bring a few attendee journeys into the room and work through them together live, asking questions, identifying gaps, pressure-testing ideas, and helping each other figure out what to do next.
The goal is simple: leave with something more useful than notes from another webinar, a clearer view of your own customer journey and a next step you can actually take back to your team.
Who it’s for
Anyone in Lifecycle, CRM, retention, growth, product, or customer experience who own or influence the customer journey whether you’re building the foundations or optimizing a mature program.
About the Hosts
Phi Pham and Carlos Govantes are the co-founders of Verbose, a strategic lifecycle marketing agency, where they help brands design better customer journeys and build more thoughtful customer experiences.
Between them, they’ve built and led lifecycle programs at brands like Peloton, Misfits Market, and Casper, and have since partnered with dozens of leading companies through Verbose.
Lifecycle Live is their way of bringing more of that work into the community, sharing what they’ve learned, working through real challenges together, and creating a space where lifecycle marketers can learn from each other, not just from the people hosting.