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.
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.
Day 1
Introduction to Customer Journey Mapping
Day 2
Creating Effective Customer Journey Maps
Day 3
Gathering Customer Insights and Data
Day 4
Analyzing and Interpreting Customer Journey Maps
Day 5
Driving Customer-Centric Initiatives with CJMs