Training Course: Customer Journey Map (CJM)

designed to provide participants with a comprehensive understanding of customer journey mapping, a powerful tool used to visualize and analyze the customer's experience throughout their interactions with a product, service, or organization

REF: CC3254180

DATES: 23 - 27 Dec 2024

CITY: Madrid (Spain)

FEE: 4400 £

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Introduction

The Customer Journey Map (CJM) course is designed to provide participants with a comprehensive understanding of customer journey mapping, a powerful tool used to visualize and analyze the customer's experience throughout their interactions with a product, service, or organization. This course aims to equip participants with the knowledge and skills to create effective CJMs that can drive customer-centric improvements, enhance customer satisfaction, and inform strategic decision-making.

 

Objectives

  • Understand the concept and importance of customer journey mapping in enhancing customer experiences.

  • Familiarize participants with the key elements and components of an effective customer journey map.

  • Learn techniques for gathering customer insights and data to inform the creation of accurate and insightful CJMs.

  • Develop the skills to analyze and interpret customer journey maps to identify pain points, opportunities, and areas for improvement.

  • Explore strategies for using customer journey maps to drive customer-centric initiatives and foster customer loyalty.

 

Course Outline

Day 1

 Introduction to Customer Journey Mapping

  • Overview of customer journey mapping and its significance in customer experience management
  • Key benefits and applications of CJMs in various industries
  • Understanding customer touchpoints and the customer lifecycle
  • Introduction to persona development and its role in CJMs

Day 2

 Creating Effective Customer Journey Maps

  • Defining the scope and objectives of a customer journey map
  • Identifying and mapping customer touchpoints across different channels and interactions
  • Incorporating emotions, motivations, and expectations into CJMs
  • Visualizing the customer journey using appropriate techniques and tools

Day 3

 Gathering Customer Insights and Data

  • Techniques for conducting customer research and gathering relevant data
  • Customer feedback collection methods (surveys, interviews, etc.) for CJM development
  • Utilizing customer analytics and data visualization tools
  • Applying user experience (UX) research methods in CJM creation

Day 4

 Analyzing and Interpreting Customer Journey Maps

  • Identifying pain points, friction, and gaps in the customer journey
  • Analyzing customer emotions, needs, and motivations at each touchpoint
  • Prioritizing improvements and identifying opportunities for enhancing the customer experience
  • Using customer journey maps to align internal processes and departments

Day 5

 Driving Customer-Centric Initiatives with CJMs

  • Leveraging customer journey maps for strategic decision-making
  • Implementing customer-centric improvements and enhancements
  • Measuring and monitoring the impact of CJMs on customer satisfaction and loyalty
  • Applying iterative and continuous improvement approaches to CJMs

Training Course: Customer Journey Map (CJM)

designed to provide participants with a comprehensive understanding of customer journey mapping, a powerful tool used to visualize and analyze the customer's experience throughout their interactions with a product, service, or organization

REF: CC3254180

DATES: 23 - 27 Dec 2024

CITY: Madrid (Spain)

FEE: 4400 £

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