Course Description

Learn how to use the journey mapping process to address issues and maximize opportunities to delight your customers. A journey map is a visual representation of customers' processes, needs, intentions and perceptions as they engage with your company or organization. In this course, two recognized industry leaders will guide you through interactive exercises designed to help you add this innovative practice to your own work. You will understand how to design and use journey maps to gain insights to your customers' perspectives, to make informed decisions, and to predict behaviors.


Course Outline

In this interactive workshop, learn how to:

  • Investigate the different objectives of journey maps: map to diagnose, map to reinvent, map to influence, map to connect and align
  • Design a journey mapping program for success
  • Apply different methodologies and techniques for mapping customer journeys
  • Determine time, costs and project requirements
  • Identify and calculate the ROI of your journey management program
  • Decide where to start when your customers’ journey is highly complex
  • Implement best practices in running a customer journey mapping workshop
  • Incorporate analytical and anecdotal evidence into your map
  • Define different lenses you can use to drive deeper understanding of customers
  • Represent attitudes and emotions
  • Update and revise your journey maps in dynamic circumstances and environments
  • Involve your organizations, stakeholders and leaders
  • Use software and tools to support journey mapping
  • Present and communicate insights from your customer journey map

Applies Towards the Following Certificates

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