Customer Journey Mapping for Business Professionals

Every customer is on a journey, yet many organisations treat each customer interaction as an isolated event. To improve customer experience (CX), organisations must understand how their business strategy aligns to their CX strategy.  This enables to them to cater for their customer's entire journey and provide  a ‘wow’ customer experience.

This program is based on industry best practice and adult learning principles. This encourages knowledge retention through the use of relevant, practical, life experience and knowledge to achieve learning outcomes.

Attendees will be equipped with tools, templates and tips on how to run customer journey mapping workshops and use them effectively in their business. The course comprises of theory blended with a range of interactive activities to consolidate learning.

  • The role customer journey maps play in designing and improving the customer experience.

  • The purpose and benefits.

  • How to design customer journey maps and identify key 'moments of truth', points of delight' and 'pain point' in the customer journey.

  • Aligning customer journey maps to business processes and success metrics.

  • Identify pain points, processes that are working well and opportunities for improvement.

  • The framework, key components and tools to develop your own customer journey maps. 

  • Integrating customer journey maps into your business operations to transform CX and become a more customer centric organisation.

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Delivery Method:

Full Day Face to Face 

Leaders, Transformation Professionals, Business Analysts and Change Agents.

Target Audience: