Customer Journey Mapping

Use a key customer experience tool to describe how your customers interact with your organisation


What client questions will it answer?

  • How can I describe and document how customers interact with my business?

  • How can I identify pain points, processes that are working well, and opportunities for improvement?


Who will benefit from it?

  • Front line managers

  • Channel managers

  • Contact centre quality managers


What is the format?​​

  • One-day workshop


This one-day workshop is for business professionals who want to understand how to develop and use one of the most important tools in the customer experience toolbox: the Customer Journey Map.

The workshop is delivered in two components leveraging adult learning principles:

Part 1 - Theory: Introduction to service design principles, tools and methods. Basic use of the Customer Journey Map in designing and delivering quality services.

Part 2 - Application: An interactive session that builds on the theory provided during Part 1. Participants will build and analyse a customer journey map for their own organisation.

Workshop Objectives 

  • The Role Customer Journey Maps play in designing and improving the customer experience

  • The purpose and benefits of customer journey mapping

  • How do design customer journey maps

  • Aligning customer journey maps to business processes

  • Integrating customer journey maps into your business operations.

Want to develop your staff and shift your organisation from good to great CX? Isabella and her team can help you achieve all this and more.

Level 14, 330 Collins Street

Melbourne, VIC, 3000


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