Customer Journey Map (CJM)

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