Customer Journey Mapping

In today’s modern business meeting or exceeding customers’ expectations is essential for

customer service reputation. This training shows you how to unlock a deeper understanding of
the journey customers go through to better engage with your service or product.

‘’Customer journey mapping is a powerful approach for customer-centered action and

Customer experience innovation’’ .

Customer journey mapping makes the customer at the centre of your business and reviews all
their touch points ,it is an important tool to help companies understand the customers’
experience and how this should be translated into great customer service.

This interactive and practical course will teach participants the principles of the customer
journey, what it is, how to use it, how it works, why emotions are important.

By the end of this training participants will develop the skills to undertake a detailed customer
journey mapping for themselves, tapping into organizational understanding of their customers.
They will apply key techniques used in mapping journey and learn how to launch priorities for
customer service development within their organisation.

Duration: Three (3) days Language: Arabic/ or English

General Methodology:
Similar to any L2S training program, this program offers an
interactive learning experience in which will allow the delegates to reflect on their
learning through an informative, indulging, and fun classroom experience. The
design of the training session focuses on the following attributes:

• Concrete Experience: The delegates will learn by doing

• Reflective Observation: Reflecting on the newly experienced skill set
• Abstract Conceptualization: Developing deeper understanding to the learned
concepts
• Active Experimentation: providing the delegates with realistic tools that can
be tested in the real life
• Understand What is customer experience
• Understand why customer experience matters
• Describe the principles of the customer journey
• Understand what journey mapping is and how it can be used to develop Customer
experience strategy
• Participate in a practical exercise mapping an actual journey from your business
• Understand how developing a great Customer Experience can add value to the
organization and the customer and how to evaluate it
Module 1: Service Quality in Practice

• Introductions
• Course Overview
• Course Contract

Module 2: The Customer Journey

• Mapping the Customer Journey- Actual Journey Mapping Activity

• Principles of the customer journey, what it is, how to use it, how it works, why emotions
are important, recognizing pinch points and opportunities.

Module 3: Employee Engagement and Service Culture

• Great Technology, Poor Experience

• The Customer Journey Mapping Process
• Your Customer’s Experience
• Live Mapping Exercise - Putting everything into practice using the materials required for
creating a customer journey map.
• Map Reviews
• Action Plans
• Personal learning reflection, commitment and action plans.