Customer Journey Mapping

Use a key customer experience tool to describe how your customer interact with your organisation


What client questions will it answer?

  • How can i describe and document how customer interact with my business?

  • How can i identify pain points, processes that are working well, an opportunities for improvement.

Who will benefit from it?

  • Front line managers.

  • Contact centre quality managers. 

  • Business Analysts.

  • Operations Managers.

  • Channel Managers.

  • Change Managers.

Workshop Objectives​

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

  • The purpose and benefits of customer journey mapping.

  • How to design customer journey maps. 

  • Aligning customer journey maps to business processes. 

  • Integrating customer journey maps into your business operations.

Format and Topics

  • The course will comprise of theory blended with a range of individual, pair and group activities to consolidate learning. The course will cover key concepts including:

  • What is customer journey mapping?

  • Benefits and success measures.

  • The framework, key components and tools. 

  • Identifying key 'moments of truth', points of delight' and 'pain point' in the customer journey.

  • Applying CJM to transform CX.

  • Embedding CJM and leveraging it to become a customer centric organisation. 

  • Practical activities.