Master the Customer Journey Map to Drive Retention and Revenue
You’re under pressure. Stakeholders demand growth. Churn is creeping up. Your marketing spends are under scrutiny. And yet, you feel disconnected from the customer - like you’re guessing instead of knowing. You’re not alone. Most teams operate on fragmented insights, outdated personas, and assumptions that erode trust, retention, and revenue. But what if you could see the full arc of your customer’s experience - every touchpoint, emotion, friction point, and opportunity - laid out in a single, actionable map? What if that map didn’t just sit in a slide deck, but became the living blueprint for growth, retention, and predictable revenue? The Master the Customer Journey Map to Drive Retention and Revenue course gives you the exact framework used by top-performing customer experience leaders to reduce churn by up to 35%, increase lifetime value by over 50%, and align entire organisations around customer-centric strategy - all from a single, well-executed journey map. Take Sarah Kim, CX Director at a SaaS scale-up, who used the methodology in this course to redesign onboarding. In 8 weeks, her team reduced early-stage churn by 28% and unlocked a 40% increase in conversion to paid plans. She didn’t need more data. She needed the right structure - and now you can have it too. This course moves you from uncertainty to clarity. From reactive fixes to proactive design. From siloed departments to a unified, customer-driven engine for growth. It’s not theory - it’s a 100% practical, step-by-step system to go from idea to implementation in as little as 30 days, with measurable KPIs tied to retention, NPS, and revenue. Here’s how this course is structured to help you get there.Course Format & Delivery Details This is a self-paced, on-demand digital course with immediate online access. There are no fixed dates, schedules, or time commitments - you control the pace, timing, and depth of your learning. Most learners complete the program in 4 to 6 weeks, dedicating 3 to 5 hours per week, and begin seeing measurable improvements in customer insights and team alignment within the first 10 days. Lifetime Access & Future Updates
Enrol once, own it forever. You receive lifetime access to all course materials, including all future updates at no extra cost. As customer journey practices evolve, your access evolves with them. No annual fees. No content expiry. Just continuous, up-to-date mastery. 24/7 Global Access, Mobile-Friendly
Access your course from anywhere in the world, on any device. Whether you’re on your desktop, tablet, or smartphone, the interface is fully responsive and optimised for fast, distraction-free learning. Study during commutes, between meetings, or from your living room. Instructor Support & Expert Guidance
Every enrollee receives direct access to a dedicated course facilitator - a seasoned customer experience architect with over 12 years of journey mapping across fintech, healthcare, and e-commerce. You can submit questions, receive feedback on your maps, and get guidance on implementation - all within a 48-hour response window. Certificate of Completion by The Art of Service
Upon finishing the course and submitting your final journey map project, you’ll receive a globally recognised Certificate of Completion issued by The Art of Service. This certification is trusted by enterprises, agencies, and professionals in over 90 countries, and strengthens your credibility in customer experience, growth strategy, and retention leadership. Transparent Pricing, No Hidden Fees
Pricing is straightforward, one-time, and all-inclusive. There are no subscriptions, no hidden fees, and no upsells. What you see is exactly what you get - full access, lifetime updates, certification, and support. Accepted Payment Methods
We accept Visa, Mastercard, and PayPal. All transactions are secured with bank-level encryption and processed instantly. 100% Satisfaction Guarantee - Refunded if Unhappy
We eliminate your risk with a 30-day, no-questions-asked money-back guarantee. If you complete the first two modules and don’t feel you’ve gained clarity, actionable tools, or confidence in journey mapping, simply request a refund. Your investment is protected. Enrolment Confirmation & Access
After enrolling, you’ll receive a confirmation email. Your access details will be sent separately once the course materials are ready for you. This ensures a seamless experience with verified credentials and optimal platform performance. This Works Even If…
- You’ve never created a customer journey map before
- Your data is limited or scattered across departments
- You’re not in a formal CX role - you’re a marketer, product manager, or founder wearing multiple hats
- Your organisation resists change or lacks buy-in for customer initiatives
- You’ve tried journey mapping before and it “collected dust”
Role-specific templates and real-world examples are included for product managers, growth leads, customer success teams, and marketing strategists. The course is designed to work across B2B, B2C, SaaS, e-commerce, and service-based businesses. This isn’t about making a “pretty map.” It’s about making decisions that move revenue and retention. And if you follow the process, it will work for you - guaranteed.
Module 1: Foundations of the Customer Journey Map - Understanding the difference between user flow, customer experience, and journey mapping
- Why traditional personas fail and how journey maps fix the gap
- The six core components of every high-impact journey map
- Aligning journey mapping with business KPIs: retention, LTV, NPS, and conversion
- Common pitfalls and how to avoid them from day one
- How journey maps reduce organisational silos and create alignment
- The lifecycle stages every customer goes through - and where you’re likely losing them
- Defining your customer segment for mapping precision
- Choosing the right scope: end-to-end vs. phase-specific mapping
- Setting success criteria and measurement frameworks upfront
Module 2: Research & Insight Gathering - How to gather qualitative data without a research budget
- Conducting effective customer interviews: scripts, prompts, and red flags
- Analysing support tickets, chat logs, and survey responses for emotional cues
- Integrating quantitative data: analytics, drop-off points, and behavioural triggers
- Sales call mining: extracting gold from objection patterns
- Using customer feedback platforms like Delighted, Medallia, and Survicate
- Running internal stakeholder interviews to uncover blind spots
- Mapping employee experience alongside customer experience
- How to synthesise messy, conflicting data into a single narrative
- Validating insights: triangulation techniques for confidence
Module 3: Mapping Frameworks & Structure - Choosing the right journey map template for your goal
- Horizontal vs. vertical mapping: when to use each
- Designing lanes: touchpoints, emotions, actions, channels, and pain points
- Plotting emotional curves: identifying highs, lows, and turning points
- Time-based vs. phase-based mapping
- Service blueprint integration: linking frontstage and backstage
- Multi-channel journey mapping: online, offline, phone, chat, email
- Mapping for different customer types: first-time, repeat, at-risk, advocates
- Defining decision moments and micro-conversions
- Creating journey stages that reflect real behaviour, not assumptions
Module 4: Identifying Friction, Gaps, and Moments That Matter - How to spot silent churn points before they impact retention
- Friction audit: identifying redundant steps, confusion, and delays
- Mapping cognitive load: when customers are overwhelmed
- Detecting emotional triggers: frustration, delight, confusion, relief
- Pinpointing moments of truth - where loyalty is won or lost
- Using heatmap logic to prioritise high-impact areas
- Gap analysis: between current state and desired experience
- Identifying handoff failures between departments
- Recognising scalability limits in the current journey
- Surprise and delight opportunities: where to invest for emotional ROI
Module 5: From Map to Action - Generating Retention Strategies - Translating insights into retention initiatives
- Building retention roadmaps from journey pain points
- Designing onboarding sequences that reduce early churn
- Developing proactive check-in triggers based on behavioural signals
- Using journey insights to improve customer health scoring
- Creating milestone-based engagement campaigns
- Reducing time-to-first-value with targeted interventions
- Identifying at-risk customers before they churn
- Personalisation strategies based on journey stage
- Automating retention workflows using journey triggers
Module 6: Driving Revenue from the Journey Map - Identifying upsell and cross-sell moments within the journey
- Mapping expansion triggers: usage thresholds, feature adoption
- Aligning pricing changes with customer maturity
- Designing in-product upgrade prompts based on behaviour
- Using journey insights to refine value messaging
- Tying journey stages to sales enablement content
- Optimising renewal processes using journey insights
- Creating customer journey-driven marketing campaigns
- Improving conversion at key decision gates
- Linking journey improvements directly to revenue forecasts
Module 7: Stakeholder Buy-In and Organisational Alignment - How to present your journey map to executives and win budget
- Building a business case focused on retention and revenue gains
- Creating a “journey story” that resonates emotionally and logically
- Engaging departments: sales, support, product, marketing
- Running collaborative mapping workshops with cross-functional teams
- Turning insights into shared ownership and accountability
- Using journey maps to resolve inter-departmental conflicts
- Creating a single source of truth for customer experience
- Gaining C-suite sponsorship with ROI-focused messaging
- Embedding journey thinking into quarterly planning
Module 8: Journey Optimization & Iteration - How to test journey improvements with minimal risk
- Running small-scale pilots before full rollout
- Setting up control groups and measurement protocols
- Using A/B testing to validate journey changes
- Tracking the impact of changes on retention and revenue
- Updating your map based on new data and market shifts
- Creating a living, evolving journey document
- Establishing a cadence for journey review and revision
- Benchmarking against industry standards and competitors
- Using customer advisory boards to validate changes
Module 9: Tools & Templates for Execution - Choosing the right software: Miro, Lucidchart, Smaply, UXPressia
- Free and low-cost tools for solo practitioners
- Downloading and customising over 15 ready-to-use templates
- How to build a journey map in Google Slides or PowerPoint
- Automating data inputs into your map
- Creating interactive, clickable journey maps
- Version control and collaboration best practices
- Sharing maps securely with stakeholders
- Exporting journey insights for presentations and reports
- Integrating maps with CRM and CDP platforms
Module 10: Advanced Journey Mapping Techniques - Mapping emotional arcs across long-term relationships
- Scenario planning for different lifecycle outcomes
- Mapping for churn recovery and win-back campaigns
- Designing anti-fragile journeys that adapt to stress
- Asynchronous journey mapping for global teams
- AI-assisted journey analysis: tools and limitations
- Cultural and regional journey variations
- Accessibility and inclusive journey design
- Mapping for ethical experiences and trust-building
- Creating journey maps for AI-driven products and services
Module 11: Implementation Roadmap - Building a 30-day action plan from your journey map
- Prioritising initiatives using impact vs. effort matrix
- Assigning owners, timelines, and success metrics
- Creating quick wins to build momentum
- Running a 90-day improvement sprint
- Linking journey initiatives to OKRs and KPIs
- Tracking progress with visual dashboards
- Measuring ROI: reduction in churn, increase in LTV
- Reporting results to leadership and stakeholders
- Institutionalising journey thinking into operations
Module 12: Integration & Systems Thinking - How journey maps integrate with product roadmaps
- Linking journey insights to backlog prioritisation
- Feeding journey data into marketing automation
- Connecting journey maps to customer success playbooks
- Using journey frameworks in onboarding new hires
- Embedding journey principles in company values
- Creating a customer-centric culture from the ground up
- Using journey maps in merger and acquisition integrations
- Scaling journey practices across multiple products or brands
- Building a centre of excellence for customer experience
Module 13: Real-World Projects & Case Applications - Case study: Reducing SaaS onboarding churn by 32%
- Case study: Increasing e-commerce repeat purchase rate by 41%
- Case study: Aligning 8 departments around a unified journey
- Project: Map your own customer journey from scratch
- Project: Audit an existing journey and identify three quick fixes
- Project: Design a retention campaign based on journey insights
- Project: Build a revenue-generating upsell path
- Analysing a failed journey map - what went wrong
- Before-and-after comparisons of real client transformations
- How to present your project for maximum impact
Module 14: Certification & Next Steps - How to submit your final journey map for review
- Feedback criteria: completeness, insight depth, actionability
- Receiving your Certificate of Completion from The Art of Service
- Adding the certification to your LinkedIn profile and resume
- Using your project as a portfolio piece
- Next-level learning paths in customer experience
- Joining the alumni network of journey mapping practitioners
- Accessing advanced templates and tools post-completion
- Setting personal mastery goals for the next 6 months
- Creating a personal development plan with measurable outcomes
- Understanding the difference between user flow, customer experience, and journey mapping
- Why traditional personas fail and how journey maps fix the gap
- The six core components of every high-impact journey map
- Aligning journey mapping with business KPIs: retention, LTV, NPS, and conversion
- Common pitfalls and how to avoid them from day one
- How journey maps reduce organisational silos and create alignment
- The lifecycle stages every customer goes through - and where you’re likely losing them
- Defining your customer segment for mapping precision
- Choosing the right scope: end-to-end vs. phase-specific mapping
- Setting success criteria and measurement frameworks upfront
Module 2: Research & Insight Gathering - How to gather qualitative data without a research budget
- Conducting effective customer interviews: scripts, prompts, and red flags
- Analysing support tickets, chat logs, and survey responses for emotional cues
- Integrating quantitative data: analytics, drop-off points, and behavioural triggers
- Sales call mining: extracting gold from objection patterns
- Using customer feedback platforms like Delighted, Medallia, and Survicate
- Running internal stakeholder interviews to uncover blind spots
- Mapping employee experience alongside customer experience
- How to synthesise messy, conflicting data into a single narrative
- Validating insights: triangulation techniques for confidence
Module 3: Mapping Frameworks & Structure - Choosing the right journey map template for your goal
- Horizontal vs. vertical mapping: when to use each
- Designing lanes: touchpoints, emotions, actions, channels, and pain points
- Plotting emotional curves: identifying highs, lows, and turning points
- Time-based vs. phase-based mapping
- Service blueprint integration: linking frontstage and backstage
- Multi-channel journey mapping: online, offline, phone, chat, email
- Mapping for different customer types: first-time, repeat, at-risk, advocates
- Defining decision moments and micro-conversions
- Creating journey stages that reflect real behaviour, not assumptions
Module 4: Identifying Friction, Gaps, and Moments That Matter - How to spot silent churn points before they impact retention
- Friction audit: identifying redundant steps, confusion, and delays
- Mapping cognitive load: when customers are overwhelmed
- Detecting emotional triggers: frustration, delight, confusion, relief
- Pinpointing moments of truth - where loyalty is won or lost
- Using heatmap logic to prioritise high-impact areas
- Gap analysis: between current state and desired experience
- Identifying handoff failures between departments
- Recognising scalability limits in the current journey
- Surprise and delight opportunities: where to invest for emotional ROI
Module 5: From Map to Action - Generating Retention Strategies - Translating insights into retention initiatives
- Building retention roadmaps from journey pain points
- Designing onboarding sequences that reduce early churn
- Developing proactive check-in triggers based on behavioural signals
- Using journey insights to improve customer health scoring
- Creating milestone-based engagement campaigns
- Reducing time-to-first-value with targeted interventions
- Identifying at-risk customers before they churn
- Personalisation strategies based on journey stage
- Automating retention workflows using journey triggers
Module 6: Driving Revenue from the Journey Map - Identifying upsell and cross-sell moments within the journey
- Mapping expansion triggers: usage thresholds, feature adoption
- Aligning pricing changes with customer maturity
- Designing in-product upgrade prompts based on behaviour
- Using journey insights to refine value messaging
- Tying journey stages to sales enablement content
- Optimising renewal processes using journey insights
- Creating customer journey-driven marketing campaigns
- Improving conversion at key decision gates
- Linking journey improvements directly to revenue forecasts
Module 7: Stakeholder Buy-In and Organisational Alignment - How to present your journey map to executives and win budget
- Building a business case focused on retention and revenue gains
- Creating a “journey story” that resonates emotionally and logically
- Engaging departments: sales, support, product, marketing
- Running collaborative mapping workshops with cross-functional teams
- Turning insights into shared ownership and accountability
- Using journey maps to resolve inter-departmental conflicts
- Creating a single source of truth for customer experience
- Gaining C-suite sponsorship with ROI-focused messaging
- Embedding journey thinking into quarterly planning
Module 8: Journey Optimization & Iteration - How to test journey improvements with minimal risk
- Running small-scale pilots before full rollout
- Setting up control groups and measurement protocols
- Using A/B testing to validate journey changes
- Tracking the impact of changes on retention and revenue
- Updating your map based on new data and market shifts
- Creating a living, evolving journey document
- Establishing a cadence for journey review and revision
- Benchmarking against industry standards and competitors
- Using customer advisory boards to validate changes
Module 9: Tools & Templates for Execution - Choosing the right software: Miro, Lucidchart, Smaply, UXPressia
- Free and low-cost tools for solo practitioners
- Downloading and customising over 15 ready-to-use templates
- How to build a journey map in Google Slides or PowerPoint
- Automating data inputs into your map
- Creating interactive, clickable journey maps
- Version control and collaboration best practices
- Sharing maps securely with stakeholders
- Exporting journey insights for presentations and reports
- Integrating maps with CRM and CDP platforms
Module 10: Advanced Journey Mapping Techniques - Mapping emotional arcs across long-term relationships
- Scenario planning for different lifecycle outcomes
- Mapping for churn recovery and win-back campaigns
- Designing anti-fragile journeys that adapt to stress
- Asynchronous journey mapping for global teams
- AI-assisted journey analysis: tools and limitations
- Cultural and regional journey variations
- Accessibility and inclusive journey design
- Mapping for ethical experiences and trust-building
- Creating journey maps for AI-driven products and services
Module 11: Implementation Roadmap - Building a 30-day action plan from your journey map
- Prioritising initiatives using impact vs. effort matrix
- Assigning owners, timelines, and success metrics
- Creating quick wins to build momentum
- Running a 90-day improvement sprint
- Linking journey initiatives to OKRs and KPIs
- Tracking progress with visual dashboards
- Measuring ROI: reduction in churn, increase in LTV
- Reporting results to leadership and stakeholders
- Institutionalising journey thinking into operations
Module 12: Integration & Systems Thinking - How journey maps integrate with product roadmaps
- Linking journey insights to backlog prioritisation
- Feeding journey data into marketing automation
- Connecting journey maps to customer success playbooks
- Using journey frameworks in onboarding new hires
- Embedding journey principles in company values
- Creating a customer-centric culture from the ground up
- Using journey maps in merger and acquisition integrations
- Scaling journey practices across multiple products or brands
- Building a centre of excellence for customer experience
Module 13: Real-World Projects & Case Applications - Case study: Reducing SaaS onboarding churn by 32%
- Case study: Increasing e-commerce repeat purchase rate by 41%
- Case study: Aligning 8 departments around a unified journey
- Project: Map your own customer journey from scratch
- Project: Audit an existing journey and identify three quick fixes
- Project: Design a retention campaign based on journey insights
- Project: Build a revenue-generating upsell path
- Analysing a failed journey map - what went wrong
- Before-and-after comparisons of real client transformations
- How to present your project for maximum impact
Module 14: Certification & Next Steps - How to submit your final journey map for review
- Feedback criteria: completeness, insight depth, actionability
- Receiving your Certificate of Completion from The Art of Service
- Adding the certification to your LinkedIn profile and resume
- Using your project as a portfolio piece
- Next-level learning paths in customer experience
- Joining the alumni network of journey mapping practitioners
- Accessing advanced templates and tools post-completion
- Setting personal mastery goals for the next 6 months
- Creating a personal development plan with measurable outcomes
- Choosing the right journey map template for your goal
- Horizontal vs. vertical mapping: when to use each
- Designing lanes: touchpoints, emotions, actions, channels, and pain points
- Plotting emotional curves: identifying highs, lows, and turning points
- Time-based vs. phase-based mapping
- Service blueprint integration: linking frontstage and backstage
- Multi-channel journey mapping: online, offline, phone, chat, email
- Mapping for different customer types: first-time, repeat, at-risk, advocates
- Defining decision moments and micro-conversions
- Creating journey stages that reflect real behaviour, not assumptions
Module 4: Identifying Friction, Gaps, and Moments That Matter - How to spot silent churn points before they impact retention
- Friction audit: identifying redundant steps, confusion, and delays
- Mapping cognitive load: when customers are overwhelmed
- Detecting emotional triggers: frustration, delight, confusion, relief
- Pinpointing moments of truth - where loyalty is won or lost
- Using heatmap logic to prioritise high-impact areas
- Gap analysis: between current state and desired experience
- Identifying handoff failures between departments
- Recognising scalability limits in the current journey
- Surprise and delight opportunities: where to invest for emotional ROI
Module 5: From Map to Action - Generating Retention Strategies - Translating insights into retention initiatives
- Building retention roadmaps from journey pain points
- Designing onboarding sequences that reduce early churn
- Developing proactive check-in triggers based on behavioural signals
- Using journey insights to improve customer health scoring
- Creating milestone-based engagement campaigns
- Reducing time-to-first-value with targeted interventions
- Identifying at-risk customers before they churn
- Personalisation strategies based on journey stage
- Automating retention workflows using journey triggers
Module 6: Driving Revenue from the Journey Map - Identifying upsell and cross-sell moments within the journey
- Mapping expansion triggers: usage thresholds, feature adoption
- Aligning pricing changes with customer maturity
- Designing in-product upgrade prompts based on behaviour
- Using journey insights to refine value messaging
- Tying journey stages to sales enablement content
- Optimising renewal processes using journey insights
- Creating customer journey-driven marketing campaigns
- Improving conversion at key decision gates
- Linking journey improvements directly to revenue forecasts
Module 7: Stakeholder Buy-In and Organisational Alignment - How to present your journey map to executives and win budget
- Building a business case focused on retention and revenue gains
- Creating a “journey story” that resonates emotionally and logically
- Engaging departments: sales, support, product, marketing
- Running collaborative mapping workshops with cross-functional teams
- Turning insights into shared ownership and accountability
- Using journey maps to resolve inter-departmental conflicts
- Creating a single source of truth for customer experience
- Gaining C-suite sponsorship with ROI-focused messaging
- Embedding journey thinking into quarterly planning
Module 8: Journey Optimization & Iteration - How to test journey improvements with minimal risk
- Running small-scale pilots before full rollout
- Setting up control groups and measurement protocols
- Using A/B testing to validate journey changes
- Tracking the impact of changes on retention and revenue
- Updating your map based on new data and market shifts
- Creating a living, evolving journey document
- Establishing a cadence for journey review and revision
- Benchmarking against industry standards and competitors
- Using customer advisory boards to validate changes
Module 9: Tools & Templates for Execution - Choosing the right software: Miro, Lucidchart, Smaply, UXPressia
- Free and low-cost tools for solo practitioners
- Downloading and customising over 15 ready-to-use templates
- How to build a journey map in Google Slides or PowerPoint
- Automating data inputs into your map
- Creating interactive, clickable journey maps
- Version control and collaboration best practices
- Sharing maps securely with stakeholders
- Exporting journey insights for presentations and reports
- Integrating maps with CRM and CDP platforms
Module 10: Advanced Journey Mapping Techniques - Mapping emotional arcs across long-term relationships
- Scenario planning for different lifecycle outcomes
- Mapping for churn recovery and win-back campaigns
- Designing anti-fragile journeys that adapt to stress
- Asynchronous journey mapping for global teams
- AI-assisted journey analysis: tools and limitations
- Cultural and regional journey variations
- Accessibility and inclusive journey design
- Mapping for ethical experiences and trust-building
- Creating journey maps for AI-driven products and services
Module 11: Implementation Roadmap - Building a 30-day action plan from your journey map
- Prioritising initiatives using impact vs. effort matrix
- Assigning owners, timelines, and success metrics
- Creating quick wins to build momentum
- Running a 90-day improvement sprint
- Linking journey initiatives to OKRs and KPIs
- Tracking progress with visual dashboards
- Measuring ROI: reduction in churn, increase in LTV
- Reporting results to leadership and stakeholders
- Institutionalising journey thinking into operations
Module 12: Integration & Systems Thinking - How journey maps integrate with product roadmaps
- Linking journey insights to backlog prioritisation
- Feeding journey data into marketing automation
- Connecting journey maps to customer success playbooks
- Using journey frameworks in onboarding new hires
- Embedding journey principles in company values
- Creating a customer-centric culture from the ground up
- Using journey maps in merger and acquisition integrations
- Scaling journey practices across multiple products or brands
- Building a centre of excellence for customer experience
Module 13: Real-World Projects & Case Applications - Case study: Reducing SaaS onboarding churn by 32%
- Case study: Increasing e-commerce repeat purchase rate by 41%
- Case study: Aligning 8 departments around a unified journey
- Project: Map your own customer journey from scratch
- Project: Audit an existing journey and identify three quick fixes
- Project: Design a retention campaign based on journey insights
- Project: Build a revenue-generating upsell path
- Analysing a failed journey map - what went wrong
- Before-and-after comparisons of real client transformations
- How to present your project for maximum impact
Module 14: Certification & Next Steps - How to submit your final journey map for review
- Feedback criteria: completeness, insight depth, actionability
- Receiving your Certificate of Completion from The Art of Service
- Adding the certification to your LinkedIn profile and resume
- Using your project as a portfolio piece
- Next-level learning paths in customer experience
- Joining the alumni network of journey mapping practitioners
- Accessing advanced templates and tools post-completion
- Setting personal mastery goals for the next 6 months
- Creating a personal development plan with measurable outcomes
- Translating insights into retention initiatives
- Building retention roadmaps from journey pain points
- Designing onboarding sequences that reduce early churn
- Developing proactive check-in triggers based on behavioural signals
- Using journey insights to improve customer health scoring
- Creating milestone-based engagement campaigns
- Reducing time-to-first-value with targeted interventions
- Identifying at-risk customers before they churn
- Personalisation strategies based on journey stage
- Automating retention workflows using journey triggers
Module 6: Driving Revenue from the Journey Map - Identifying upsell and cross-sell moments within the journey
- Mapping expansion triggers: usage thresholds, feature adoption
- Aligning pricing changes with customer maturity
- Designing in-product upgrade prompts based on behaviour
- Using journey insights to refine value messaging
- Tying journey stages to sales enablement content
- Optimising renewal processes using journey insights
- Creating customer journey-driven marketing campaigns
- Improving conversion at key decision gates
- Linking journey improvements directly to revenue forecasts
Module 7: Stakeholder Buy-In and Organisational Alignment - How to present your journey map to executives and win budget
- Building a business case focused on retention and revenue gains
- Creating a “journey story” that resonates emotionally and logically
- Engaging departments: sales, support, product, marketing
- Running collaborative mapping workshops with cross-functional teams
- Turning insights into shared ownership and accountability
- Using journey maps to resolve inter-departmental conflicts
- Creating a single source of truth for customer experience
- Gaining C-suite sponsorship with ROI-focused messaging
- Embedding journey thinking into quarterly planning
Module 8: Journey Optimization & Iteration - How to test journey improvements with minimal risk
- Running small-scale pilots before full rollout
- Setting up control groups and measurement protocols
- Using A/B testing to validate journey changes
- Tracking the impact of changes on retention and revenue
- Updating your map based on new data and market shifts
- Creating a living, evolving journey document
- Establishing a cadence for journey review and revision
- Benchmarking against industry standards and competitors
- Using customer advisory boards to validate changes
Module 9: Tools & Templates for Execution - Choosing the right software: Miro, Lucidchart, Smaply, UXPressia
- Free and low-cost tools for solo practitioners
- Downloading and customising over 15 ready-to-use templates
- How to build a journey map in Google Slides or PowerPoint
- Automating data inputs into your map
- Creating interactive, clickable journey maps
- Version control and collaboration best practices
- Sharing maps securely with stakeholders
- Exporting journey insights for presentations and reports
- Integrating maps with CRM and CDP platforms
Module 10: Advanced Journey Mapping Techniques - Mapping emotional arcs across long-term relationships
- Scenario planning for different lifecycle outcomes
- Mapping for churn recovery and win-back campaigns
- Designing anti-fragile journeys that adapt to stress
- Asynchronous journey mapping for global teams
- AI-assisted journey analysis: tools and limitations
- Cultural and regional journey variations
- Accessibility and inclusive journey design
- Mapping for ethical experiences and trust-building
- Creating journey maps for AI-driven products and services
Module 11: Implementation Roadmap - Building a 30-day action plan from your journey map
- Prioritising initiatives using impact vs. effort matrix
- Assigning owners, timelines, and success metrics
- Creating quick wins to build momentum
- Running a 90-day improvement sprint
- Linking journey initiatives to OKRs and KPIs
- Tracking progress with visual dashboards
- Measuring ROI: reduction in churn, increase in LTV
- Reporting results to leadership and stakeholders
- Institutionalising journey thinking into operations
Module 12: Integration & Systems Thinking - How journey maps integrate with product roadmaps
- Linking journey insights to backlog prioritisation
- Feeding journey data into marketing automation
- Connecting journey maps to customer success playbooks
- Using journey frameworks in onboarding new hires
- Embedding journey principles in company values
- Creating a customer-centric culture from the ground up
- Using journey maps in merger and acquisition integrations
- Scaling journey practices across multiple products or brands
- Building a centre of excellence for customer experience
Module 13: Real-World Projects & Case Applications - Case study: Reducing SaaS onboarding churn by 32%
- Case study: Increasing e-commerce repeat purchase rate by 41%
- Case study: Aligning 8 departments around a unified journey
- Project: Map your own customer journey from scratch
- Project: Audit an existing journey and identify three quick fixes
- Project: Design a retention campaign based on journey insights
- Project: Build a revenue-generating upsell path
- Analysing a failed journey map - what went wrong
- Before-and-after comparisons of real client transformations
- How to present your project for maximum impact
Module 14: Certification & Next Steps - How to submit your final journey map for review
- Feedback criteria: completeness, insight depth, actionability
- Receiving your Certificate of Completion from The Art of Service
- Adding the certification to your LinkedIn profile and resume
- Using your project as a portfolio piece
- Next-level learning paths in customer experience
- Joining the alumni network of journey mapping practitioners
- Accessing advanced templates and tools post-completion
- Setting personal mastery goals for the next 6 months
- Creating a personal development plan with measurable outcomes
- How to present your journey map to executives and win budget
- Building a business case focused on retention and revenue gains
- Creating a “journey story” that resonates emotionally and logically
- Engaging departments: sales, support, product, marketing
- Running collaborative mapping workshops with cross-functional teams
- Turning insights into shared ownership and accountability
- Using journey maps to resolve inter-departmental conflicts
- Creating a single source of truth for customer experience
- Gaining C-suite sponsorship with ROI-focused messaging
- Embedding journey thinking into quarterly planning
Module 8: Journey Optimization & Iteration - How to test journey improvements with minimal risk
- Running small-scale pilots before full rollout
- Setting up control groups and measurement protocols
- Using A/B testing to validate journey changes
- Tracking the impact of changes on retention and revenue
- Updating your map based on new data and market shifts
- Creating a living, evolving journey document
- Establishing a cadence for journey review and revision
- Benchmarking against industry standards and competitors
- Using customer advisory boards to validate changes
Module 9: Tools & Templates for Execution - Choosing the right software: Miro, Lucidchart, Smaply, UXPressia
- Free and low-cost tools for solo practitioners
- Downloading and customising over 15 ready-to-use templates
- How to build a journey map in Google Slides or PowerPoint
- Automating data inputs into your map
- Creating interactive, clickable journey maps
- Version control and collaboration best practices
- Sharing maps securely with stakeholders
- Exporting journey insights for presentations and reports
- Integrating maps with CRM and CDP platforms
Module 10: Advanced Journey Mapping Techniques - Mapping emotional arcs across long-term relationships
- Scenario planning for different lifecycle outcomes
- Mapping for churn recovery and win-back campaigns
- Designing anti-fragile journeys that adapt to stress
- Asynchronous journey mapping for global teams
- AI-assisted journey analysis: tools and limitations
- Cultural and regional journey variations
- Accessibility and inclusive journey design
- Mapping for ethical experiences and trust-building
- Creating journey maps for AI-driven products and services
Module 11: Implementation Roadmap - Building a 30-day action plan from your journey map
- Prioritising initiatives using impact vs. effort matrix
- Assigning owners, timelines, and success metrics
- Creating quick wins to build momentum
- Running a 90-day improvement sprint
- Linking journey initiatives to OKRs and KPIs
- Tracking progress with visual dashboards
- Measuring ROI: reduction in churn, increase in LTV
- Reporting results to leadership and stakeholders
- Institutionalising journey thinking into operations
Module 12: Integration & Systems Thinking - How journey maps integrate with product roadmaps
- Linking journey insights to backlog prioritisation
- Feeding journey data into marketing automation
- Connecting journey maps to customer success playbooks
- Using journey frameworks in onboarding new hires
- Embedding journey principles in company values
- Creating a customer-centric culture from the ground up
- Using journey maps in merger and acquisition integrations
- Scaling journey practices across multiple products or brands
- Building a centre of excellence for customer experience
Module 13: Real-World Projects & Case Applications - Case study: Reducing SaaS onboarding churn by 32%
- Case study: Increasing e-commerce repeat purchase rate by 41%
- Case study: Aligning 8 departments around a unified journey
- Project: Map your own customer journey from scratch
- Project: Audit an existing journey and identify three quick fixes
- Project: Design a retention campaign based on journey insights
- Project: Build a revenue-generating upsell path
- Analysing a failed journey map - what went wrong
- Before-and-after comparisons of real client transformations
- How to present your project for maximum impact
Module 14: Certification & Next Steps - How to submit your final journey map for review
- Feedback criteria: completeness, insight depth, actionability
- Receiving your Certificate of Completion from The Art of Service
- Adding the certification to your LinkedIn profile and resume
- Using your project as a portfolio piece
- Next-level learning paths in customer experience
- Joining the alumni network of journey mapping practitioners
- Accessing advanced templates and tools post-completion
- Setting personal mastery goals for the next 6 months
- Creating a personal development plan with measurable outcomes
- Choosing the right software: Miro, Lucidchart, Smaply, UXPressia
- Free and low-cost tools for solo practitioners
- Downloading and customising over 15 ready-to-use templates
- How to build a journey map in Google Slides or PowerPoint
- Automating data inputs into your map
- Creating interactive, clickable journey maps
- Version control and collaboration best practices
- Sharing maps securely with stakeholders
- Exporting journey insights for presentations and reports
- Integrating maps with CRM and CDP platforms
Module 10: Advanced Journey Mapping Techniques - Mapping emotional arcs across long-term relationships
- Scenario planning for different lifecycle outcomes
- Mapping for churn recovery and win-back campaigns
- Designing anti-fragile journeys that adapt to stress
- Asynchronous journey mapping for global teams
- AI-assisted journey analysis: tools and limitations
- Cultural and regional journey variations
- Accessibility and inclusive journey design
- Mapping for ethical experiences and trust-building
- Creating journey maps for AI-driven products and services
Module 11: Implementation Roadmap - Building a 30-day action plan from your journey map
- Prioritising initiatives using impact vs. effort matrix
- Assigning owners, timelines, and success metrics
- Creating quick wins to build momentum
- Running a 90-day improvement sprint
- Linking journey initiatives to OKRs and KPIs
- Tracking progress with visual dashboards
- Measuring ROI: reduction in churn, increase in LTV
- Reporting results to leadership and stakeholders
- Institutionalising journey thinking into operations
Module 12: Integration & Systems Thinking - How journey maps integrate with product roadmaps
- Linking journey insights to backlog prioritisation
- Feeding journey data into marketing automation
- Connecting journey maps to customer success playbooks
- Using journey frameworks in onboarding new hires
- Embedding journey principles in company values
- Creating a customer-centric culture from the ground up
- Using journey maps in merger and acquisition integrations
- Scaling journey practices across multiple products or brands
- Building a centre of excellence for customer experience
Module 13: Real-World Projects & Case Applications - Case study: Reducing SaaS onboarding churn by 32%
- Case study: Increasing e-commerce repeat purchase rate by 41%
- Case study: Aligning 8 departments around a unified journey
- Project: Map your own customer journey from scratch
- Project: Audit an existing journey and identify three quick fixes
- Project: Design a retention campaign based on journey insights
- Project: Build a revenue-generating upsell path
- Analysing a failed journey map - what went wrong
- Before-and-after comparisons of real client transformations
- How to present your project for maximum impact
Module 14: Certification & Next Steps - How to submit your final journey map for review
- Feedback criteria: completeness, insight depth, actionability
- Receiving your Certificate of Completion from The Art of Service
- Adding the certification to your LinkedIn profile and resume
- Using your project as a portfolio piece
- Next-level learning paths in customer experience
- Joining the alumni network of journey mapping practitioners
- Accessing advanced templates and tools post-completion
- Setting personal mastery goals for the next 6 months
- Creating a personal development plan with measurable outcomes
- Building a 30-day action plan from your journey map
- Prioritising initiatives using impact vs. effort matrix
- Assigning owners, timelines, and success metrics
- Creating quick wins to build momentum
- Running a 90-day improvement sprint
- Linking journey initiatives to OKRs and KPIs
- Tracking progress with visual dashboards
- Measuring ROI: reduction in churn, increase in LTV
- Reporting results to leadership and stakeholders
- Institutionalising journey thinking into operations
Module 12: Integration & Systems Thinking - How journey maps integrate with product roadmaps
- Linking journey insights to backlog prioritisation
- Feeding journey data into marketing automation
- Connecting journey maps to customer success playbooks
- Using journey frameworks in onboarding new hires
- Embedding journey principles in company values
- Creating a customer-centric culture from the ground up
- Using journey maps in merger and acquisition integrations
- Scaling journey practices across multiple products or brands
- Building a centre of excellence for customer experience
Module 13: Real-World Projects & Case Applications - Case study: Reducing SaaS onboarding churn by 32%
- Case study: Increasing e-commerce repeat purchase rate by 41%
- Case study: Aligning 8 departments around a unified journey
- Project: Map your own customer journey from scratch
- Project: Audit an existing journey and identify three quick fixes
- Project: Design a retention campaign based on journey insights
- Project: Build a revenue-generating upsell path
- Analysing a failed journey map - what went wrong
- Before-and-after comparisons of real client transformations
- How to present your project for maximum impact
Module 14: Certification & Next Steps - How to submit your final journey map for review
- Feedback criteria: completeness, insight depth, actionability
- Receiving your Certificate of Completion from The Art of Service
- Adding the certification to your LinkedIn profile and resume
- Using your project as a portfolio piece
- Next-level learning paths in customer experience
- Joining the alumni network of journey mapping practitioners
- Accessing advanced templates and tools post-completion
- Setting personal mastery goals for the next 6 months
- Creating a personal development plan with measurable outcomes
- Case study: Reducing SaaS onboarding churn by 32%
- Case study: Increasing e-commerce repeat purchase rate by 41%
- Case study: Aligning 8 departments around a unified journey
- Project: Map your own customer journey from scratch
- Project: Audit an existing journey and identify three quick fixes
- Project: Design a retention campaign based on journey insights
- Project: Build a revenue-generating upsell path
- Analysing a failed journey map - what went wrong
- Before-and-after comparisons of real client transformations
- How to present your project for maximum impact