Customer Journey Mapping Essentials

CJM Essentials: Map What Your Customers Actually Experience

Most organisations think they understand their customers. Few have ever mapped what those customers genuinely go through, step by step, from first contact to long after the sale.

CJM Essentials gives you the foundations to change that. In this practical, hands-on course, you'll learn how to build customer journey maps that move beyond pretty diagrams and become tools for real decision-making. We'll cover the core building blocks: personas, stages, touchpoints, emotions, pain points and the moments that genuinely matter to your customers.

Drawing on more than 25 years of front-line CX experience across global, multi-cultural organisations, I'll show you not just the theory but the craft: how to gather the right insight, avoid the common traps, and turn a map into action that improves the experience and the bottom line.

You'll leave able to:

• Structure a journey map that tells a clear,…