Organisations are discovering the importance of tuning in to their customers and ensuring an engaging customer experience at every touchpoint of the customer journey. This One-Day Workshop provides a practical introduction to Customer Experience (CX) and Customer Journey Mapping.  

Course details

Duration: 1 day

Next available course

Organisations are discovering the importance of tuning in to their customers and ensuring an engaging customer experience at every touchpoint of the customer journey. This One-Day Workshop provides a practical introduction to Customer Experience (CX) and Customer Journey Mapping.  

Course details

Subscription options:

Organisations are discovering the importance of tuning in to their customers and ensuring an engaging customer experience at every touchpoint of the customer journey. This One-Day Workshop provides a practical introduction to Customer Experience (CX) and Customer Journey Mapping.  

Course details

Duration: 1 day

Next available course

This 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.  

A seamless, positive customer journey with touchpoints across all digital platforms engages customers and improves customer satisfaction.  AssistKD’s Introduction to CX and Customer Journey Mapping workshop outlines the fundamental elements of Customer Experience analysis and Customer Journey Mapping and explores how these elements work in practice.  

Upon 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  

To give you further details about what you’ll learn and how the course will help you, here’s a quick guide to the day.  

9:00 am to 5:00 pm  

  • Introduction to Customer Experience (CX)
  • Value Proposition Design
  • Voice of the Customer Research
  • CX Insights and Customer Journey Maps
  • CX Enhancement
  • Monitoring and Embedding CX Quality 

A printed copy of the course manual will be sent to your home address in good time for the start of your course. Our delegates tell us that having access to a physical document is beneficial as both a reference document and for taking notes during the course. In addition, a link will be emailed to you to enable you to access an electronic copy of the same manual for convenient future reference.

No.  

Introduction to CX and Customer Journey Mapping (a one-day workshop)  

 

Course Content  

Introduction 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)