Customer Journey Mapping Masterclass

Customer Journey Mapping Masterclass

Customer Journey Mapping
Masterclass

Customer Journey Mapping Course

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.

Customer Journey Benefits

Customer journey mapping encompasses the process of listening to your customers, gathering and understanding customer feedback, and improve the product and customer experience. 

It helps clarify the risks and opportunities in your customer strategy and business initiatives and, enable a change in the organisation’s culture.

What You Will Learn

A practical framework and real-world techniques for developing the essential layers of a customer journey map, including common pitfalls to avoid.

This masterclass will help you transform your customer experience by understanding your customer needs, problem areas and coming up with ideas to resolve them.

Customer Journey Tools

No matter how rigorous the mapping procedure has been, customer journey maps are only as good as the actions they inform and the results their development and deployment drive. 

We will show you our favourite tools and how to turn customer journeys into stories that dovetail into development processes and development project roadmaps.

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
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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 

Customer Journey Mapping Masterclass

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.

What our clients say about the course

Customer Journey Mapping Masterclass

Masterclass Enquiry

Fill out your contact details below so we can get in touch with you regarding your training requirements.

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

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