Customer Journey Mapping Workshop

Over two immersive days, this hands-on workshop will equip you with the mindset, methods and practical tools to:
 

• Clearly define who your customers are and gain deep insight into their expectations, emotions, and experiences at key touchpoints.
   

• Respond with impact by identifying customer highs and lows—then designing improvements that exceed their expectations.
   

• Create space for innovation by mapping journeys that highlight gaps and spark new ideas for service and process design.
   

• Spot quick wins and long-term opportunities for customer experience improvement and establish a practical roadmap for change aligned with your organisation’s goals.
   

• Understand and act on what really matters to your customers—so you can be proactive, prompt, and efficient in delivering value.
   

• Build internal capability to run your own customer journey mapping workshops, define success measures, and keep maps alive as a living tool for continuous improvement.
   

Whether you're starting from scratch or looking to embed journey mapping deeper into your organisation, this workshop provides a critical skillset for any CX leader, team manager, or service innovator.

At the end of Day 1, delegates will have a clear understanding of what Personas, Empathy Maps are. They will understand the objective of a Customer Journey Map, how it is structured, and the steps required to complete a Customer Journey Map. They will be able to establish customer personas for their own organization.

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At the end of Day 2, delegates will have a clear idea of what their current customers’ journey is and what it should become. They will have a road map of measures that need to be taken to improve their customers’ journey and adapt to ever-changing customer wants and needs. The road map includes a clear definition of the action, the names of item owners, and completion deadlines (RACI principle).

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Delegates will have a clear understanding of how to carry out a Customer Journey Mapping exercise and assist with moderating a Customer Journey Mapping exercise within their own organization. It will allow them to carry out such exercises at regular intervals in the future, reviewing whether the current journey is still appropriate for their organization and its customers, and what changes may be necessary to adapt to evolving market and customer requirements.

This workshop is suitable for Executives, Managers and Staff responsible for:
 

•        Customer Service

•        Customer Experience

•        Customer Support

•        Design Thinking

•        UX/ DX

•        Contact Centres

•        Strategy and Insights

•        Customer Care

•        Operational Excellence

•        Performance Improvement

SESSION 1: INTRODUCTION

•        What is a Customer Journey Map?

•         Understanding Personas
 

SESSION 2: PERSONAS & EMPATHY MAPS

•        The Persona

•         The Empathy Map
 

SESSION 3: THE CUSTOMER JOURNEY MAP

•         The level 1 map

•        Touch-points and moments of truth

•        Customer objectives, expectations, and emotions
 

SESSION 4: THE NEXT LEVEL

•        Taking the level 1 map deeper into the organization

•        Identifying customer highs and lows

•        Examining involved front and backstage participants
 

SESSION 5: CREATING MY OWN ORGANISATION’S JOURNEY
                    MAP

•        Practical exercise creating your own customer journey
          map

SESSION 6: CREATING MY OWN ORGANISATION’S JOURNEY
                     MAP (Continued)

•        Practical exercise creating your own customer journey
          map

•        Critique
 

SESSION 7: BRINGING THE MAP TO LIFE

•        Defining measures to improve the customer journey

•        Establishing the priorities, the road map with action
         owners and deadline

•        Keeping the map up to date

•        Organizing and moderating a customer journey
           mapping workshop
 

SESSION 8: SUMMARY AND REMAINING QUESTIONS

The workshop costs CHF 750 per person.
Payment can be made via credit card or direct bank transfer.
 

The following discounts apply:

•        If you sign up simultaneously for one of our other
         courses, you will receive a 10% discount.

•        Contact info@cx-excellence.com for group pricing (3
          participants or more)
 

Cancellation terms:

•        2 weeks or earlier before the course: 100% refund

•        Less than 2 weeks but more than a week before the
          course: 50% refund

•        1 week or less before the course: No refund

•        In case you are unable to attend and wish to transfer
          your spot to someone else, this is possible at no
          charge (we just ask that you advise us beforehand)