Customer Journey Optimisation
What you'll learn
- Understanding what the customer journey is and why it matters.
- Identifying the stages that every customer goes through—from awareness to advocacy.
- Learning what a customer journey map is and how it can transform your business decisions.
- Exploring the customer journey mapping process and how to lead it effectively.
- Breaking down the steps required to create a customer journey map that actually drives action.
- Reviewing the types of customer journey maps and when to use each.
- Applying best practices to ensure your journey maps are accurate, insightful, and actionable.
- Recognising the benefits of customer journey mapping, from improved internal alignment to better customer outcomes.
Requirements
- Basic computer skills and internet access.
- A genuine interest in improving customer experience through structured, strategic thinking.
Description
In today’s competitive landscape, understanding your customers isn’t just an advantage—it’s a necessity. That’s why we’ve designed the Customer Journey Optimisation course to equip you with the knowledge and tools needed to truly understand, visualise, and enhance your customers’ experience at every stage of their journey.
Whether you're a business owner, a team leader, or a customer experience professional, this course will help you take a strategic approach to improving customer satisfaction, loyalty, and lifetime value by optimising how people interact with your brand.
Over the duration of this course, you’ll gain clarity and confidence in:
Understanding what the customer journey is and why it matters.
Identifying the stages that every customer goes through—from awareness to advocacy.
Learning what a customer journey map is and how it can transform your business decisions.
Exploring the customer journey mapping process and how to lead it effectively.
Breaking down the steps required to create a customer journey map that actually drives action.
Reviewing the types of customer journey maps and when to use each.
Applying best practices to ensure your journey maps are accurate, insightful, and actionable.
Recognising the benefits of customer journey mapping, from improved internal alignment to better customer outcomes.
By the end of this course, you’ll be able to visualise your customer’s path with clarity, spot friction points, and design a seamless experience that keeps them coming back.
Who this course is for:
- Business owners
- Team leaders
- Customer Experience Professionals
- Customer Experience Enthusiasts
Instructor
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Gareth Cummings, Your Customer Experience Consultant, is here to bring the human back into Customer Experience. Specialising in working with start-ups and small to medium-sized businesses, Gareth is passionate about shifting the focus from short-term customer acquisition to unlocking the full lifetime value of your customers.
By crafting personalised, human-centred strategies, YourCXC helps you build lasting relationships, drive loyalty, and create experiences that keep your customers coming back. Let’s transform the way you connect with your customers and set your business up for sustainable growth.