Customer Journey Mapping Masterclass

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

Delivery options

Course Outline

Understanding customer journey mapping:

Building blocks of a successful customer journey project:

Recommended mapping tools

Example class agenda

09:30Welcome, introduction and course objectives
09:45Introducing customer journey maps
10:30Q&A and key learnings
10:45Coffee break 
11:00Hands-on workshop session: map a customer journey
12:45Lunch break 
13:30Building blocks of a successful customer journey mapping project
13:30Building blocks of a successful customer journey mapping project
15:00Coffee break 
15:15CJM project building blocks
16:00Q&A and course wrap-up

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