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Mastering Customer Journey Mapping; A Step-by-Step Guide to Managing Risk and Ensuring Everything is Covered

Mastering Customer Journey Mapping; A Step-by-Step Guide to Managing Risk and Ensuring Everything is Covered

$199.00
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Mastering Customer Journey Mapping: A Step-by-Step Guide to Managing Risk and Ensuring Everything is Covered



Course Overview

In this comprehensive and interactive course, you will learn the fundamentals of customer journey mapping and how to apply it to manage risk and ensure everything is covered in your organization. Participants will receive a certificate upon completion, issued by The Art of Service.



Course Features

  • Interactive and engaging content
  • Comprehensive and personalized learning experience
  • Up-to-date and practical information
  • Real-world applications and case studies
  • High-quality content and expert instructors
  • Certification upon completion
  • Flexible learning and user-friendly interface
  • Mobile-accessible and community-driven
  • Actionable insights and hands-on projects
  • Bite-sized lessons and lifetime access
  • Gamification and progress tracking


Course Outline

Module 1: Introduction to Customer Journey Mapping

  • Defining customer journey mapping
  • Benefits of customer journey mapping
  • Key components of a customer journey map
  • Understanding customer needs and expectations
  • Identifying pain points and areas for improvement

Module 2: Understanding Customer Behavior and Motivations

  • Understanding customer behavior and motivations
  • Customer personas and segmentation
  • Customer journey stages and touchpoints
  • Emotional connections and empathy mapping
  • Creating a customer-centric culture

Module 3: Creating a Customer Journey Map

  • Defining the scope and goals of the map
  • Identifying key stakeholders and their roles
  • Gathering data and conducting research
  • Creating a visual representation of the map
  • Validating and refining the map

Module 4: Analyzing and Improving the Customer Journey

  • Identifying pain points and areas for improvement
  • Prioritizing and addressing customer needs
  • Creating a roadmap for improvement
  • Measuring and tracking progress
  • Continuously iterating and refining the map

Module 5: Managing Risk and Ensuring Everything is Covered

  • Identifying potential risks and threats
  • Assessing and mitigating risk
  • Creating a risk management plan
  • Ensuring compliance and regulatory requirements
  • Continuously monitoring and reviewing the map

Module 6: Implementing and Sustaining Customer Journey Mapping

  • Creating a customer journey mapping team
  • Establishing a governance structure
  • Developing a change management plan
  • Communicating and training stakeholders
  • Continuously evaluating and improving the map

Module 7: Measuring and Evaluating Customer Journey Mapping

  • Defining metrics and KPIs
  • Collecting and analyzing data
  • Creating a dashboard and reporting
  • Evaluating and refining the map
  • Continuously improving and iterating

Module 8: Advanced Customer Journey Mapping Techniques

  • Using design thinking and innovation
  • Creating a customer journey map for multiple channels
  • Integrating with other business processes and systems
  • Using technology and tools to support mapping
  • Advanced analytics and data visualization


Certificate and Recognition

Upon completion of the course, participants will receive a certificate issued by The Art of Service, recognizing their expertise and knowledge in customer journey mapping.



Target Audience

This course is designed for professionals who want to improve their customer experience and journey mapping skills, including:

  • Customer experience managers and directors
  • Marketing and sales professionals
  • Product managers and developers
  • Operations and process improvement managers
  • Anyone interested in improving customer experience and journey mapping
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