Duration: 3 to 21 training days
Delivery: In-person
About the Program
The Art of Customer Journey Design program enables participants to map, analyse and redesign the customer journey to remove obstacles and create memorable experiences. It covers understanding customer segments and expectations, identifying touchpoints and moments of truth, spotting pain points and improvement opportunities, and turning findings into practical initiatives that raise customer satisfaction and loyalty.
Program Objectives
- Understand customer experience and the customer journey and why they matter to the organisation.
- Build customer personas and identify their needs and expectations.
- Map the customer journey and identify touchpoints and moments of truth.
- Analyse pain points and their root causes.
- Design the future journey and set indicators to measure improvement.
What you will learn
- Prepare a clear customer persona for a specific service.
- Map a complete customer journey from first contact to after-service.
- Prioritise improvements by their impact on the customer.
- Propose practical solutions to remove obstacles and simplify procedures.
- Choose suitable indicators to measure and track customer experience.
Customer Service Courses