Customer Journey Mapping

This programme is designed to give you clarity on the customer journey currently in your business, and the practical knowledge as to how you can break down that journey so as to improve and implement a practical customer journey map that positively impacts your customers’ experience.

Learning Outcomes:

The participants that complete this module will:

• Understand the importance and benefits of customer journey mapping

• Discuss the various stages and phases of a customer journey• Have clarity on the customer journey that is currently in situ in your business

• Competently conduct a SWOT analysis of each stage of your customer's journey and introduction of the Customer Experience Wheel concept.

Topics Covered:

1. What is customer journey mapping and the benefits

2. The various stages of a customer journey

3. Group discussion about the various stages in your customer journey to gain consensus from the group and confirm understanding and agreement

4. Workshop your existing customer journey followed by 15 minute Q&A

5. Explain SWOT analysis and how it applies to creating an effective customer journey

6. Explain Customer Experience Development Wheel and how it can be applied to help set strategic goals to improve customer experience

7. Summarise Steps 1 – 8 and issue workshop assessment

Group discussion about SWOT analysis and Customer Experience Development Wheel