Course Information

Introduction

Customer journey mapping is a practical method for understanding how customers interact with an organisation across every stage of their experience. By visualising each touchpoint, organisations can identify customer needs, uncover service gaps, and improve processes that influence satisfaction, loyalty, and business performance.
This five-day course provides practical techniques for mapping, analysing, and improving customer journeys. Participants will learn how to identify customer personas, document customer interactions, evaluate customer experiences using qualitative and quantitative data, and develop actionable improvement plans that align customer expectations with organisational objectives.

Objectives

Create end-to-end customer journey maps that capture customer actions, touchpoints, emotions, and service interactions.
Identify customer pain points, service gaps, and improvement opportunities using structured journey analysis techniques.
Apply customer research methods to validate journey maps and support evidence-based service improvements.
Prioritise customer journey improvements based on customer impact, operational feasibility, and business value.
Develop an implementation roadmap with measurable KPIs to monitor customer experience improvements over time.

Who Should Attend?

Customer Experience Managers.
Customer Service and Operations Managers.
Service Design Professionals.
Product Managers responsible for customer-facing services.
Business Analysts and Process Improvement Specialists.

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.

Daily 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.