Certificate in Customer Journey Mapping for Business Impact

Why Attend?

The importance of understanding your customers and how they interact with the business directly and indirectly is critical in driving improved value, repeat business and ensure durability of relationship.

This highly interactive course will help you build an understanding of the Customer Journeys (CJMs) within your business and enable you to be in a position to improve the customer experience (CX), state why developing a great CX can add value to the organisation and the customer, and how to evaluate it. Customer Journey Mapping (CJM) CJMs is valuable because it helps identify how a customer views an organisation by putting the interactions with a company in the context of the his/her broader activities, goals and objectives. Journey mapping is a process to help understand a holistic view of the customer experience.

Benefits Of Attending

• Apply the essentials and the value of Customer Experience Management
• Build the right Business Strategy for a customer centric organisation
• Establish baseline experience and design according to the different touch points
• Evaluate the simplicity of the customer journey from customer’s viewpoint
• Define metrics and track performance for moments of truth in the customer journey

Competencies

The course is a MUST-ATTEND for:

1. Customer Experience Management (CEM)
2. Customer Journey Mapping (CJM)
3. Customer focus • Dealing with customers
4. Customer strategy planning
5. Customer excellence
6. Customer insights
7. Product launch

Who Should Attend

The course is a MUST-ATTEND for:

• Customer Experience Specialists
• Customer Service leaders
• Customer Experience Transformation leaders
• Frontline employees – Service delivery
• Customer Experience Insights managers
• Leadership teams in any organisation
• Marketing and product development leaders
• Strategy planners
• Anyone who is interested in learning about customer service culture

Course Information

Program level: Advanced

Course Methodology

The content of this course are based on years of best practice gleaned from hands-on experience in customer journey mapping and customer experience management within various industries and subject matter domains across commercial and public sectors. This course is your roadmap for developing your CJM professional skills.

The concepts discussed during the course will be transferred by means of short, focused presentations which are combined with practical learning workshop sessions. In these sessions, the knowledge gained will be applied to real-world examples and case studies. Rapid learning of the methods and techniques shall be achieved by means of group work, participant discussion, facilitator interaction and case studies.

Delivered by Amin

Accomplished senior professional with over 35 years of experience

Certified by CPD UK

The CPD Certification Service is an independent accreditation centre working across all sectors, disciplines and further learning applications and supports policies of institutional and professional organisations globally.

Run this course in-house

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