Customer Journey Mapping Masterclass
- Learn the basics of customer journey mapping
- Gain insight into how to run successful mapping projects
- Learn how to improve your customers' experience
1-day Customer Journey Mapping Course
Conduit’s 1-day Customer Journey Mapping course is aimed at product owners, business analysts, sales reps, marketeers and voice of the customer representatives, or anyone looking to get started with the technique of customer journey mapping.
In this course, you will discover the art of customer journey mapping, starting with the foundational concepts, progressing to the core elements of a successful customer journey mapping project, and ultimately arming yourself with indispensable tools to elevate your customer experiences and improve business outcomes.
Customer journey benefits
Mapping your customers’ journey provides a strategic advantage, offering insights into customers’ needs, pain points, and areas ripe for enhancement. Armed with this knowledge, you can strategically align your marketing, sales, and customer service strategies to better meet and exceed customer expectations. This proactive approach enhances customer satisfaction, fosters loyalty, and ultimately elevates your overall business performance.
What you will learn
You’ll master the fundamentals of customer journey mapping, including understanding what it is, its applications, key components, and how to create effective maps. We’ll explore the critical elements of successful customer journey projects, from gaining stakeholder buy-in to crafting customer personas. By the end of this class, you’ll be well-equipped to enhance customer experiences and drive success for your business
What's included
- Clear and concise instruction
- Hands-on exercises
- Access to course templates
Delivery options
- Online or in-person (location dependent)
Course Outline
Understanding customer journey mapping:
- What is a journey map
- How to use and benefit from journey maps
- Important parts and terms in journey maps
- Creating your own journey map
- Other types of maps and how they compare
Building blocks of a successful customer journey project:
- Getting buy in & stakeholder engagement
- Setting clear goals and scope
- Researching your map
- Customer personas, what are they and how to create them
Recommended mapping tools
- Tools of the trade
- Why you should use them
Example class agenda
| 09:30 | Welcome, introduction and course objectives |
| 09:45 | Introducing customer journey maps |
| 10:30 | Q&A and key learnings |
| 10:45 | Coffee break |
| 11:00 | Hands-on workshop session: map a customer journey |
| 12:45 | Lunch break |
| 13:30 | Building blocks of a successful customer journey mapping project |
| 13:30 | Building blocks of a successful customer journey mapping project |
| 15:00 | Coffee break |
| 15:15 | CJM project building blocks |
| 16:00 | Q&A and course wrap-up |
| 16:30 | Close |
Class leader
Louise Veryard
Louise is a Customer Experience and Service Design specialist with over 20 years’ shaping experiences for a range of organisations including Barclays, IKEA, Vodafone, Virgin Atlantic, Financial Times, Sky.
Customer Journey Mapping Masterclass
- Learn the basics of customer journey mapping
- Gain insight into how to run successful mapping projects
- Learn how to improve your customers'experience