BCX200 - Customer Journey Mapping Workshop
33937
Delivery Options
Live/Recorded Online
and
Live / In Classroom
Loading...
Course Description
A journey map is a visual representation of customers' processes, needs, intentions and perceptions as they engage with your company or organization. These engagements may be a product, an online interaction, retail transaction, a service, or an event (or any combination of these experiences). Journey maps can help you to gain insights to the customer's perspective, to make informed decisions, and to predict behaviors. With two recognized industry leaders as your guides, learn how to use the journey mapping process to address issues and maximize opportunities to delight your customers.
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
- Digital Marketing : Electives
- User Experience Design - Bootcamps I & II : UX Boot Camp I Electives - Choose 1
Loading...
Enroll Now - Select a Section
Required fields are indicated by .