See the world through your customers’ eyes to create memorable experiences.
Learn how to gain actionable insights from journey maps to enhance customer satisfaction.
This introductory workshop on Customer Journey Mapping offers a practical foundation in understanding and improving customer experiences. Participants will learn how to create a customer journey map by defining personas, identifying touchpoints, mapping emotions, and recognizing pain points across each stage of the customer journey.
Through hands-on activities, they will discover how to derive actionable insights from journey maps to enhance customer satisfaction and align team efforts around customer-centric improvements. This engaging workshop equips attendees with essential tools and strategies to make impactful CX changes in their own organizations.
Modules
Introduction to Customer Journey Mapping
What is a Persona?
Building a Customer Journey Map
Pain Points and Opportunities for Improvement
- Product Managers and Designers seeking insight into the customer lifecycle.
- Sales and Support Leaders focused on enhancing customer satisfaction.
- Policy Makers and Analysts who want insights into user-centric approaches to service delivery.
- Anyone interested in understanding and improving customer experience, service accessibility, quality, and satisfaction.
This training will be held online on Zoom, which you can easily join from your home network—no corporate VPN required. To enhance the experience, we’ll also be using Miro, a collaborative virtual whiteboard, to make the session more interactive and engaging.
Upcoming Sessions
2025
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