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Customer Experience Live

Executive Development Program 

How to Amplify Your Customer Journey Mapping

Customer Support Agent

Why Customer Journey Mapping is critical to enhance your customer experience?

 

The world is experiencing an unprecedented global crisis.

 

The need to understand your customer better and create opportunities for your business through for Customer Journey Mapping has never been stronger.

 

Tried and tested response mechanisms have proven to be less effective than one might have hoped. We need to develop new, sometimes untried and untested, answers to this crisis. This applies to government and business communities just as much as it does to the scientific and medical communities. These communities are now faced with unprecedented challenges and customer requirements are evolving at an ever-faster rate. We need to face these challenges head-on.

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Customer Journey Mapping is extremely important

Customer Journey Mapping is an excellent way to ensure that you know who your customers are, what their requirements are and how you should respond to meet and exceed those requirements.

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Customer Journey Mapping is a critical tool in your Customer Experience toolbox.

Customer journey mapping creates opportunities and space for new ideas.

It allows you to define initial opportunities for improvement and to establish a roadmap for change.

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Post pandemic, businesses need to improve their customer experience on a recurring basis.

Communities are now faced with unprecedented challenges and customer requirements are evolving at an ever-faster rate. Businesses need to face these challenges head-on.

Online Meeting

Key Learning Objectives

Lunch Meeting

Who is it for?

Executives responsible for:

  • Customer Service

  • Customer Happiness

  • Customer Experience

  • Customer Support

  • Design Thinking

  • UX/ DX

  • Contact Centers

  • Strategy and Insights

  • Customer Care

  • Operational Excellence

  • Performance Improvement

Planner

Day Two

  • Creating your own organisation's journey map

  • Identify where customers feel highs and lows

  • Examine the front stage and backstage participants in your organization who are involved

  • Define measures to improve your customers' journeys and establish a roadmap with action owners and deadlines

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Day One

  • What is a Customer Journey Map?

  • Understanding Personas

  • The level 1 map

  • Touchpoints & Moments of Truth

  • Customer objectives, expectations and emotions

Highly interactive format

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Practical Exercises
Architecture Model Sketching
Customer Analysis
Flow Chart
Change Management
Meeting Handshake
Q&A

Sectors of focus

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Healthcare

Government

Oil & Gas

Telecos

Banking & Finance

Family Conglomerates

Manufacturing

Retail

Entertainment

FMCG

Contact us to reserve your place

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