About the program
Every customer is on a journey, yet many organisations treat each customer interaction as if it is an isolated event. To improve customer experience (CX), organisations must understand how their business strategy aligns to their CX strategy. This enables them to cater for their customer’s entire journey and provide a ‘wow’ customer experience.
Our training program is based on industry standards and adult learning theory and principles. This encourages knowledge retention by engaging motivated, self-directed adults to use relevant, practical life experience and knowledge to achieve the goals of the learning opportunity.
Attendees will be provided with an overview of customer journey maps, their purpose and benefits, as well as the framework and key components.
Learning outcomes
- Understand how to interpret customer journey maps and how they can be applied in your business to better understand customers.
- The role customer journey maps play in designing and improving the customer experience.
- The purpose and benefits of customer journey mapping.
- Describe and document how customers interact with your business.
- Identify pain points, processes that are working well and opportunities for improvement.
- The framework and key components.
- Integrating customer journey maps into your business operations to transform CX and become a more customer centric organisation.
Enquire
Ask about this program.
Tell Isabella about your team and what you need. She will come back with an approach, availability and a quote.