Customer Journey Mapping
Create evidence-based customer journey maps that reveal customer goals, actions, emotions, pain points, and opportunities. Participants use research and operational information to align teams around priority improvements.
Duration
6–12 hours
Level
Intermediate
Course Type
Standard Course
WORKSHOP FORMAT
Onsite / Online / Hybrid
Main Business Outcome
Reveal customer goals, pain points, emotions, and improvement opportunities across the end-to-end journey.
Target Audience
CX, marketing, service design, product, operations, sales, and transformation teams
Learning Outcomes
- Define customer personas, journey scope, and scenarios.
- Map stages, touchpoints, actions, emotions, and pain points.
- Identify root causes and high-impact opportunity areas.
- Translate the journey map into prioritized initiatives.
Skills Learned
Key Topics
- Journey mapping
- persona application
- touchpoint analysis
- empathy mapping
- pain-point prioritization
- service improvement
Related Courses
Digital Marketing 101
Gain a practical overview of the digital marketing ecosystem and how channels work together. The course covers audience strategy, content, paid media, search, social, email, websites, funnels, and essential measurement concepts.
Facebook & Digital Ads Optimization
Plan, launch, and optimize Facebook and broader digital advertising campaigns using a performance-focused framework. Learn campaign structure, audience strategy, creative testing, budgeting, tracking, and decision-making based on results.
SEO / SEM 101
Understand how organic and paid search work together to capture customer demand. Participants learn keyword research, search intent, on-page SEO, content planning, search advertising, landing-page alignment, and performance measurement.