Customer Journey Mapping
Masterclass
Introduction
Conduit’s Customer Journey Mapping course is aimed at business analysts, sales reps, marketeers and voice of the customer representatives, who are looking to get started with the technique of customer journey mapping.
In this 1-day course, students will learn the foundations and concepts of customer journey mapping, including persona development, moments of truth, the anatomy of a customer journey, and practical steps to create a customer journey map.
Course Outline
Uncovering the basics:
- What a journey map is (and is not)
- Key journey map components and terms
- How we can use journey maps
- Journey map variations
- What is a persona
- How to develop a persona for your journey
Conduit's CJM project framework
- Setting up a CJM project
- Gathering data and insight
- Developing hypotheses
Recommended mapping tools:
- Tools of the trade
- Why you should use them
What is included in the course?
- Clear, concise and to-the-point instruction
- Course Templates
- Hands-on exercises
Delivery options
Remotely Online
The Government has issued new guidance for the national lockdown in England, which came into force on Tuesday, 5 January 2021. The new guidance states that businesses and venues must close to reduce social contact, the regulations require some businesses to close and impose restrictions on how some businesses provide goods and services.
Agenda
09:30 | Welcome, introduction and course objectives |
09:45 | Uncovering the basics |
10:30 | Q&A and key learnings |
10:45 | Coffee break |
11:00 | Introducing Personas |
11:15 | 1st Workshop – preparing for innovation |
12:45 | Lunch break |
13:30 | 2nd Workshop – Mapping and prototyping |
15:00 | Coffee break |
15:15 | CJM project building blocks |
16:00 | Q&A and course wrap-up |
16:30 | Close |
For further information about the course
Instructors
Louise Veryard
Louise is a Customer Experience and Service Design specialist with over 20 years’ experience helping the likes of Barclays, IKEA, Vodafone, Virgin Atlantic, Financial Times, Sky.
Luca Colombi
Luca Colombi is a CRM specialist and uses Customer Journey Mapping and Design Thinking techniques to help organisations plan and optimise their sales & marketing strategies.
