Customer Journey Mapping Masterclass

Customer Journey Mapping


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. 



Welcome, introduction and course objectives 


Uncovering the basics  


Q&A and key learnings


Coffee break 


Introducing Personas


1st Workshop – preparing for innovation 


Lunch break 


2nd Workshop – Mapping and prototyping


Coffee break 


CJM project building blocks 


Q&A and course wrap-up  



We run courses every few months and depending on interest or can run one-to-one bespoke classes tailored to your needs.

For further information about the course

Please get in touch to discuss your specific needs
Get in touch


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.

What our clients say about the course

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