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Cross-functional Customer Journey Mapping

Looking to better align your teams and build a unified understanding of customer behavior? Lean how customer journey mapping can foster a shared vision within your organization on this one-day course.

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1 day course
Supporting material
Private
Private
A private training session for your team. Groups can be of any size, at a location of your choice including our training centres.

With the blinding pace of global change, 45% of CEOs believe companies have two options: to reinvent their business models, or die. But where do you even start when teams don’t see eye to eye on many things - ranging from business strategy to execution?

Aligned action starts with shared understanding. The most crucial shared understanding needed in companies is that of current customer behaviors and their needs and intentions. Customer journey maps are one of the simplest and most impactful alignment tools that allows cross-functional teams to come together and build shared vision and understanding.

This immersive and interactive course will equip you with the skills and knowledge to effectively map customer journeys in cross-functional environments. During the session, we’ll cover the fundamentals of journey mapping, tools and techniques, and how to apply these to everyday, real-world scenarios.

This Cross-functional Customer Journey Mapping course is available as a private training session that can be delivered via Virtual Classroom or at a location of your choice in the US.

Course overview

Who should attend:

This course is ideal for UX/UI designers, product managers, marketing professionals, start-up founders, or anyone interested in understanding and improving their customers' experiences.

What you'll learn:

By the end of this course, you will be able to:

  • Understand the principles behind customer journey mapping and the different types of maps
  • Identify key touch points and map the end-to-end customer experience
  • Gain insights into customer motivations, pain points, and opportunities
  • Utilize skills to create actionable journey maps that can inform strategy and design

Prerequisites

In order to get the most out of this course, you should already have a basic understanding of UX concepts.

Course agenda

Key concepts covered
  • An introduction to customer journey mapping
  • Tools and techniques for effective mapping
  • Analyzing and interpreting journey maps
  • Hands-on workshop and group activities
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