This one-day intensive course is designed to get you up and running quickly. Whether you are new to customer journey mapping or need to freshen up your skills, this course offers both the essential practical know-how of customer experience management, as well as giving you the tools for growing a customer-centric organisation.
What you'll learn
- How does a customer-focused organization operate?
- What is the role of the customer journey and customer journey mapping and how does it bring value to your organization?
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Putting the customer journey into action:
- Getting ready
- Creating customer journey maps
- Work process
- Deliverables
- Managing insights: How can we effectively use and manage our customer insights?
- How do we set up and use "strategic customer journeys”
- Setting up a customer-centric change plan, step by step
After the course, you will be able to lead and moderate the work of developing customer journeys. You will also have a greater understanding of CX management practice and how to use customer journeys to create customer centric change.
“The course was incredibly relevant and immediately applicable. It provided just the right level of content, catering to both beginners and those with more experience. It struck a perfect balance between theory and practical application, with the inclusion of the tool Custellence enhancing the learning experience”.
What You’ll Get Out of the Course
- Get expert insights and advice you can apply immediately to your daily work
- Get answers to the most common challenges you face as a CX change agent
- Be able to benchmark your organization's CX maturity and progress against best practices, and find out what your next steps toward success might look like.
- Save time and frustration by learning how to collaborate more effectively with your organization on customer-centric initiatives
It was a very good agenda, striking a perfect balance between theory and hands-on application.
Next sessions:
2023-12-14, 10.00-15.00 (CET) (in Swedish)
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2024-01-16, 10.00-15.00 (CET) (in English)
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2024-02-13, 10.00-15.00 (CET) (in Swedish)
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PRICE: € 695 ex VAT / person
About the facilitator
Malin Malingili is our expert customer-centricity and journey specialist. With a rich background as a seasoned lecturer and trainer in various industries, Malin brings a depth of practical experience to our Customer Journey Essential Course. Her guidance ensures you'll gain invaluable skills to elevate your customer experience strategies.