Customer Journey Mapping Workshop

In this intensive one-day workshop, participants will gain the mindset, structure and practical tools to:

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• Clearly define their key customer segments and develop robust personas grounded in real expectations and behaviours.
   

• Visualise the end-to-end customer journey, identifying critical touchpoints, moments of truth, and emotional highs and lows.
   

• Detect friction points, service gaps and quick wins that can be addressed immediately.
   

• Translate insight into action through a focused improvement roadmap with clear priorities, ownership and timelines.
   

• Understand how to facilitate and structure journey mapping sessions within their own organisation.
   

• Embed journey mapping as a repeatable discipline rather than a one-off exercise.
   

This condensed format is designed for organisations that want practical outcomes within a shorter timeframe while maintaining methodological rigour.

By the end of the workshop, delegates will:
 

• Understand the purpose, structure and strategic value of a Customer Journey Map.
   

• Be able to create meaningful personas and empathy maps.
   

• Have drafted a Level 1 journey map for their own organisation or selected customer segment.
   

• Have identified priority improvement measures aligned with organisational objectives.
   

• Understand how to moderate and sustain journey mapping workshops internally.
   

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: FOUNDATIONS (Morning)
 

• What is a Customer Journey Map?
   Purpose, scope and business value

• Personas and Empathy Maps
   Understanding customer goals, expectations and
  emotions

• Structuring the Journey
  Stages, touchpoints, moments of truth, customer
  objectives and emotional curve

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SESSION 2: BUILDING THE JOURNEY (Late Morning / Early Afternoon)

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• Practical Exercise: Creating a Level 1 Journey Map
   Participants map their own organisation’s journey

• Identifying Highs, Lows and Friction Points
  Customer perspective and internal view
  (frontstage/backstage)

• Facilitated Critique and Refinement

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SESSION 3: FROM INSIGHT TO ACTION (Afternoon)

 

• Prioritising Improvement Opportunities
   Quick wins vs. structural initiatives

• Creating a Focused Action Roadmap
   Clear measures, defined ownership (RACI principle) and
   realistic deadlines

• Keeping the Map Alive
  Governance, review cadence and internal capability
   building

The workshop costs CHF 450 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)