Introduction to Customer Journey Management Workshop
- Course Code CJM
- Duration 1 day
Course Delivery
Course Delivery
This course is available in the following formats:
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Public Classroom
Traditional Classroom Learning
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Virtual Learning
Learning that is virtual
Request this course in a different delivery format.
Course Overview
TopA seamless, positive customer journey with touchpoints across all digital platforms engages customers and improves customer satisfaction. AssistKD’s Introduction to Customer Journey Management workshop outlines the fundamental elements of Customer Experience analysis and Customer Journey Mapping and explores how these elements work in practice.
Course Schedule
Top-
- Delivery Format: Virtual Learning
- Date: 14 May, 2026 | 9:00 AM to 5:00 PM
- Location: Virtual (GMT Standa)
- Language: English
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- Delivery Format: Virtual Learning
- Date: 27 August, 2026 | 9:00 AM to 5:00 PM
- Location: Virtual (GMT Standa)
- Language: English
Target Audience
TopThis workshop is for anyone who wants to improve their understanding of Customer Experience (CX) analysis and Customer Journey Mapping. In particular: service designers or anyone with an interest in service design; business analysts; project managers; customer journey managers; product owners; project leaders; and business change managers.
Course Objectives
TopUpon the completion of this workshop, candidates will be able to demonstrate understanding of:
- The relationship between CX and User Experience (UX)
- Value proposition design and Value co-creation
- Voice of the customer research and insights
- Customer journey mapping
- Empathy mapping
- Prioritisation of CX enhancements
- Monitoring and embedding CX
Course Content
TopIntroduction to Customer Experience (CX)
· The relationship between CX and User Experience (UX)
· Core CX principles
· Core values, purpose and strategy
Value Proposition Design
· Value co-creation
· Value proposition elements
· Value proposition canvas
Voice of the Customer Research
· Voice of the customer research framework
· CX data collection techniques
CX Insights and Customer Journey Maps
· Persona & user role analysis
· Customer journey mapping
· Empathy mapping
CX Enhancement
· CX enhancement prioritisation
· Feasibility analysis
Monitoring and Embedding CX Quality
· Net Promoter Score (NPS)
· Customer Effort Score (CES)
· Plan, Do, Study, Act (PDSA)