Customer Journey Mapping

Who is the workshop intended for?

Training is intended for employees from various sectors – including marketing, sales, customer service and product development. This intensive and dynamic training will enable participants to gain an understanding of customer experience and identify key points of contact with customers. Participants will master valuable tools and techniques for improving business processes and for increasing customer satisfaction.

Training objectives

Understand the concept and objectives of customer journey mapping. We will go through the entire process of preparation, mapping, analysis, conclusions and creation of an action plan based on the mapping results. Participants will master the techniques and tools for effective application of a customer journey map (CJM) in their work environment.

Workshop content

• What is customer journey mapping and why is it important
• Why we map – three types of Customer Journey Mapping (CJM) initiatives
• Roles and tasks in CJM activities
• What should be done as a preparation before starting the mapping
• Defining the mapping target and goals
• Creation of user personas
• Defining the structure of the customer journey map
• How to identify key points of contact and channels of communication with customer
• How to recognize problems that customer experience
• How to recognize opportunities to improve business processes
• Identification of opportunities to improve customer experience
• Prioritization of problems and opportunities
• Developing action plans to improve customer experience
• Planning responsibilities and deadlines for the implementation of activities and projects
• How to structure and monitor the implementation plan of CX activities

DURATION: ONE DAY TRAINING PROGRAM

Organizational development

Customer Journey Mapping