Customer Experience Journey Mapping
What you'll learn
- How to develop customer experience journey maps
- Key components of journey maps
- Using our template to develop your own journey map
- None. We will take you from beginner to expert in this course.
Customer Experience is fast becoming the industry standard in marketing, and HR (employee experience). Many companies have set up departments within their organisations to focus on Customer Experience. Companies have even set up Director and VP level positions for Customer Experience. Unfortunately there aren't too many people who have much knowledge on Customer Experience. Consequently the demand for people with customer experience knowledge (and certification) is very high.
I have been delivering customer experience workshops to clients all over the world for over a decade now. This includes from startups to Fortune 500 companies.
The customer journey mapping course is a critical process in developing a great experience for your customer (the customers can be shoppers, employees, business partners, citizens, tourists, patients, etc). Based on extensive research, we have developed a customer journey mapping toolkit. This course will give you access to that toolkit, and teach you how to use the toolkit to develop your own journey maps.
Customer journey maps will allow you to identify touch-points (or points of interaction), who owns these, how much control we have over these, and how to improve the customer's experience.
This workshop is part of the larger Customer Experience Certification Workshop course, which helps you to learn Customer Experience in depth, and to prepare for the CCXP certification. Some of the videos in the workshop are actually edited recordings from actual workshops that I've delivered (for over $500). That means you will get the same value, as someone who attended the live version of the workshop.
What will you learn from this workshop:
Learn about customer journey mapping,
Develop a customer journey map (using our template)
Learn about touch-points
Identify key owners of touch-points
Learn which touch-points we have control over
Identify Critical Touch points
Who is this for:
Those who want to improve the customer's experience with an organisation
Managers looking to improve customer satisfaction and loyalty
Anyone looking to improve their career within marketing and HR
People working in the customer services domain, looking to get advanced knowledge
Anyone interested in getting CCXP certification for career change / progression
Those who are interested in improving the business performance of their organisations
What's on offer
Same value as a $500 workshop delivered in person
Customer Experience tools which you can use
Customer Journey Mapping toolkit (just download and use)
Taught by one of the pioneering experts within customer experience
Knowledge to get CCXP certification
Taught based on personal experience and the latest market research
Become an Alumni of the Institute of Customer Management (UK)
Certificate of completion from the Institute of Customer Management
Who teaches this
PhD in Marketing from one of the leading universities in the UK
MBA, with over 20 years of experience in customer services
London based consultant and trainer, who has worked all across the globe with all types and sizes of companies
Author of 3 books on customer experience
One of the leading customer experience and customer loyalty experts in the world
Former Director of an MBA programme at a leading London University
Former professor at leading universities in the world (including Harvard and Bradford)
Former VP of a leading consultancy company in London
Who this course is for:
Customer Engagement Managers / Directors
Business Owners & Entrepreneurs
Customer Service Managers / Directors
Customer Experience Managers / Directors
Head / Director of Customer Insights
Social Media Managers
Senior Marketing Managers / Directors
Chief Customer Officers
Vice President of Marketing
Director of Business Development
Director of Operations
Directors / MDs / CEOs
Who this course is for:
- Anyone interested in customer experience
- Customer Engagement Managers / Directors
- Business Owners & Entrepreneurs
- Customer Service Managers / Directors
- Customer Experience Managers / Directors
- Head / Director of Customer Insights
- Social Media Managers
- Senior Marketing Managers / Directors
Dr Osman Khan is one of the world’s leading management & marketing experts. Dr. Osman Khan, has over twenty years of experience working with companies to improve their business performance. His main areas of expertise are in Marketing, Information Systems Management, and Strategic Management. He has worked with numerous companies across the globe as a consultant, trainer, researcher and as a member of the management team. His has worked with companies of all sizes, including Fortune 500 and FTSE 50 listed firms. He has been consulting for organisations from Europe and the Middle East, as well as helping firms from the UK and USA in improving customer loyalty, increasing sales, and reassessing strategic marketing goals.
Dr. Khan has worked as a Director at a leading university in London, UK, where he won the prestigious Times Higher Education Award. He has taught at some of the leading universities in the world including, Harvard, Bradford, etc.
Osman has an MBA (specialising in IT Management), and a PhD in Marketing (Bradford). Dr Khan is the author of the book, “Getting Customers to Love your Brand”, and has published an additional three books at the European Centre for Best Practice Management. He is also on three UK based awards.
Moreover, he is actively engaged in conducting training and consulting work. He is on the editorial board of four international journals, as well as on the board of directors of three firms.