Customer Experience - Customer Journey
Course ID: 260504 0101 103ESH
Course Dates : 04/05/2026 Course Duration : 5 Studying Day/s Course Location: London, United Kingdom
Language: Bilingual
Course Category: Professional and CPD Training Programs
Course Subcategories:
Business Decision Making Commercial & Contract Management Performance Management Professional Practice & Standards Strategic Management
Course Certified By: ESHub CPD & LondonUni - Executive Management Training
* Professional Training and CPD Programs
Leading to:
Executive Diploma Certificate
Leading to:
Executive Mini Masters Certificate
Leading to
Executive Masters Certificate
Certification Will Be Issued:
From London, United Kingdom
Course Fees:
VAT varies by course location and participant nationality.
Date has passed please contact us Sales@e-s-hub.com
Introduction
This five-day course teaches how to map, measure, and improve the customer journey. Participants work on real examples to find friction, prove impact, and build a practical improvement plan. The emphasis is on links between customer behaviour and business outcomes. Sessions cover mapping, data use, cross-functional alignment, and roadmapping. By course end teams will have a tested, implementable plan to reduce friction and track results.
Objectives
1. Map end-to-end customer journeys for key personas and document touchpoints, emotions, and failure points.
2. Prioritise journey gaps into concrete opportunities with simple business cases and estimated impact.
3. Define stage-specific KPIs and a 90-day measurement plan to track improvements.
4. Produce a cross-functional implementation roadmap with owners, milestones, and at least two quick wins.
5. Run lightweight validation tests (surveys, usability checks, analytics reviews) and use results to iterate the roadmap.
2. Prioritise journey gaps into concrete opportunities with simple business cases and estimated impact.
3. Define stage-specific KPIs and a 90-day measurement plan to track improvements.
4. Produce a cross-functional implementation roadmap with owners, milestones, and at least two quick wins.
5. Run lightweight validation tests (surveys, usability checks, analytics reviews) and use results to iterate the roadmap.
Who Should Attend
Customer Experience Manager
Service Design Lead
Product Manager (customer-facing)
Head of Customer Operations / Customer Support
Lifecycle or CRM Marketing Manager
Training Method
• Pre-assessment
• Live group instruction
• Use of real-world examples, case studies and exercises
• Interactive participation and discussion
• Power point presentation, LCD and flip chart
• Group activities and tests
• Post-assessment
If Applicable:
• Each participant receives a 7” Tablet containing a copy of the presentation, slides and handouts
Program Support
This program is supported by:
* Interactive discussions
* Role-play
* Case studies and highlight the techniques available to the participants.
Course Agenda
Daily Schedule (Monday to Friday)
- 09:00 AM – 10:30 AM Technical Session 1
- 10:30 AM – 12:00 PM Technical Session 2
- 12:00 PM – 01:00 PM Technical Session 3
- 01:00 PM – 02:00 PM Lunch Break (If Applicable)
- Participants are expected to engage in guided self-study, reading, or personal reflection on the day’s content. This contributes toward the CPD accreditation and deepens conceptual understanding.
- 02:00 PM – 04:00 PM Self-Study & Reflection
Please Note:
- All training sessions are conducted from Monday to Friday, following the standard working week observed in the United Kingdom and European Union. Saturday and Sunday are official weekends and are not counted as part of the course duration.
- Coffee and refreshments are available on a floating basis throughout the morning. Participants may help themselves at their convenience to ensure an uninterrupted learning experience Provided if applicable and subject to course delivery arrangements.
- Lunch Provided if applicable and subject to course delivery arrangements.
Week 1
Day 1 – Foundations of Customer Journey Management
1. Understanding the Customer Journey
- Customer journey principles
- Journey stages and lifecycle
- Customer expectations and behaviours
2. Customer Personas
- Identifying target customer groups
- Building customer personas
- Understanding customer needs and goals
3. Customer Touchpoints
- Mapping customer interactions
- Identifying digital and physical channels
- Recognising moments that matter
Day 2 – Journey Mapping and Analysis
1. Creating Customer Journey Maps
- Mapping end-to-end experiences
- Documenting customer actions
- Capturing customer emotions
2. Identifying Journey Gaps
- Finding pain points and friction
- Recognising service failures
- Identifying improvement opportunities
3. Prioritising Improvements
- Assessing customer impact
- Estimating business value
- Developing simple business cases
Day 3 – Measuring Customer Experience
1. Customer Experience Metrics
- Defining journey KPIs
- Customer satisfaction measures
- Loyalty and retention indicators
2. Collecting Customer Feedback
- Surveys and feedback forms
- Customer interviews
- Usability testing techniques
3. Using Customer Data
- Reviewing analytics
- Identifying behavioural trends
- Supporting evidence-based decisions
Day 4 – Designing Journey Improvements
1. Cross-Functional Collaboration
- Aligning business functions
- Assigning ownership
- Coordinating improvement initiatives
2. Developing Improvement Roadmaps
- Setting priorities
- Defining milestones
- Identifying quick wins
3. Managing Change
- Communicating improvements
- Engaging stakeholders
- Monitoring implementation progress
Day 5 – Practical Customer Journey Workshop
1. Customer Journey Mapping Exercise
- Developing a complete journey map
- Identifying key improvement areas
- Prioritising recommendations
2. Journey Validation
- Reviewing customer feedback
- Testing proposed improvements
- Refining the implementation roadmap
3. Implementation Planning
- Preparing a 90-day action plan
- Assigning responsibilities and KPIs
- Course review, feedback and implementation planning
