Customer Journey Mapping Workshops
CX training designed for individuals and teams
We’ll guide you through the processes, best practices, and methodologies needed to launch your own initiatives.
Customer Journey Mapping Certification
Through our virtual customer experience journey mapping training, you’ll learn the fundamentals in an interactive, collaborative, and educational atmosphere.
Our step-by-step exploration of the customer journey mapping process, punctuated by practical, hands-on exercises, brings the material to life. And you’ll have plenty of time to practice what you hear and see.
We host the training for your organization, tailoring to your industry and customers, allowing your team to apply their learnings right away.
Heart of the Customer workshops are guided by CX professionals who literally wrote the book on journey mapping. You’ll learn how to map journeys to drive action, using best practices to achieve measurable results.
Learn how to map customer journeys that drive action
- Want to gain traction for customer-focused change?
- Struggling to make your company customer-focused?
- Looking for ways to improve your customer experience?
- Been asked to build a customer journey map?
Those who want to lead, hire, or participate in customer journey mapping will benefit from our workshops.
Participant titles include VP, director, or manager from departments such as Customer Experience, Marketing, Strategy, Product Management, HR, Operations, Technology, and Customer Support.
The workshop format combines instruction with interactive exercises, for a lively, educational experience. In breakout groups of 3-4, you’ll apply learnings and work through a journey mapping scenario from beginning to end.
Journey mapping workshop key takeaways
- Knowledge of how and when to use journey mapping.
- Skills, tools, and templates to undertake your own initiative.
- Hands-on experience dealing with provided scenarios.
- Real-world examples of successful mapping projects.
- Eligibility to take the Customer Journey Mapping Certification Exam.
Journey mapping best practices from A to Z
Our hands-on workshops provide you with the knowledge and experience you’ll need to launch successful journey mapping initiatives within your own organization.
See the Training Schedule
Introduction
Learn to identify when customer journey mapping is the optimal methodology to achieve your goals. Build knowledge of the Five Questions that need to be answered before beginning a journey mapping project.
Module 1: How and when to use customer journey mapping
Learn to identify when journey mapping is the optimal methodology to achieve your goals. Build knowledge of the five questions that need to be answered before beginning a journey mapping project.
Module 2: Discovery
Learn to use existing information about customers and employees to inform your journey mapping initiative. Practice collecting feedback from key project stakeholders.
Module 3: Hypothesis Mapping
Using a mock scenario, practice defining the customer and the journey to be mapped. Develop a hypothesis view of the journey from beginning to end, including customer journey steps, thoughts, interactions, and more.
Module 4: Customer Immersion
Explore best options to collect feedback from customers and employees, then practice developing an approach to collecting feedback, including designing a customer interview guide.
Module 5: Analysis & Reporting
Learn how to synthesize customer research and present results. Practice identifying key customer Friction Points and Moments of Truth along the journey.
Module 6: Map Design
Develop an understanding of the elements that contribute to a powerful journey map. Learn how to communicate the customer journey visually. Practice developing a journey map and reporting out to others.
Module 7: Action Planning
Discover how to use journey maps to facilitate cross-team collaboration and planning. Identify and prioritize actions to improve the customer experience and create value for your organization.
Module 8: Driving Action
Learn how journey mapping uses change management principles and supports customer experience management (CXM) as a practice. Explore how mapping can drive change in your company culture by influencing governance, measurement, human-centered design, and other areas.
