Introduction - Customer Journey Management

This two-day course and workshop gives your team a thorough grounding in Customer Journey Management – from mapping the current experience to designing improvements and putting the governance in place to sustain them.

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The programme is tailored specifically to your organisation. A two-hour consultation call ahead of the workshop ensures we understand your context, your customers, and your priorities before we begin – so the time together is spent on what matters most.

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Suitable for businesses, divisions, or individual teams, the workshop combines structured instruction with hands-on application, so participants leave with both the understanding and the practical tools to take action immediately.

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Get in touch to discuss a proposal tailored to your needs.

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Course Overview

This workshop gives participants a structured and practical methodology for understanding, mapping, and managing the customer experience. Working with their own organisation as the subject, participants build a clear picture of the end-to-end customer journey – identifying key touchpoints, moments of truth, and the gaps between what customers expect and what they actually experience.

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The focus is on application, not theory. Participants work on real journeys throughout, so the outputs are immediately relevant and actionable.

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Course Takeaway

By the end of the two days, your team will have:

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• A solid understanding of the Customer Journey Management process and why it matters to business performance

• A customer journey map reflecting the actual experiences of your customers, along with a governance framework to keep it live and owned

• A prioritised action plan, ready to implement, with clear ownership and next steps

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The programme equips participants to continue this work independently after the workshop – embedding a more customer-focused way of thinking into everyday decisions, processes, and team behaviour. Organisations that sustain this approach typically see measurable improvements in customer satisfaction, reduced friction in key processes, and stronger commercial outcomes.

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Course Coverage

• The purpose, structure, and key steps of Customer Journey Management – why it matters and how it connects to business performance

• Mapping the end-to-end journey: identifying touchpoints, moments of truth, and the emotional highs and lows your customers experience

• Building a journey map tailored to your organisation, incorporating customer personas, critical interactions, and significant moments

• Using Voice of Customer data to ground the map in reality and identify where improvements will have the greatest impact on satisfaction and loyalty

• Understanding the role of different functions and departments in shaping the customer experience – and how to align them around a shared view of the journey

• Establishing governance and ownership: how to keep the journey map live, relevant, and actively managed over time

• Developing a prioritised action plan with clear responsibilities and timelines, ready to take back into the business

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Get Started Today!

To discuss a programme tailored to your organisation, contact us at info@cx-excellence.com.