Training course on Customer Journey Mapping

Module 1: Introduction to Customer Journey Mapping

Definition and purpose of customer journey maps

Benefits for organizations and customers

Key components of a customer journey map

Module 2: Understanding Your Customers

Identifying customer personas and segments

Collecting qualitative and quantitative customer data

Customer needs, expectations, and behaviors

Module 3: Mapping the Customer Journey

Visualizing touchpoints and interactions

Customer lifecycle stages: awareness, consideration, purchase, retention, advocacy

Identifying pain points and moments of delight

Module 4: Tools and Techniques for Journey Mapping

Journey mapping frameworks and templates

Digital and manual mapping tools

Collaborative methods for cross-functional teams

Module 5: Analyzing and Prioritizing Insights

Identifying gaps and friction points

Root cause analysis and problem-solving

Prioritizing opportunities for improvement

Module 6: Designing Improved Customer Experiences

Brainstorming and ideation techniques

Co-creating solutions with stakeholders

Integrating journey improvements across channels

Module 7: Measuring and Optimizing the Customer Experience

Metrics for customer experience and journey effectiveness

Monitoring progress and continuous improvement

Feedback loops and iteration

Module 8: Case Studies and Practical Exercises

Real-world examples of successful journey mapping

Hands-on exercises: creating journey maps for specific scenarios

Group discussions and peer review