Customer Journey Mapping (CJM)

Course Code:
2 days
9.00am to 5.00pm  
Course Fees:
S$1,600(excl of G.S.T)
2021 Course Dates
Dates available on request
None of the published dates will work for you? Speak to our training consultants for a private tuition arrangement or a closed door training.

Course Overview

Customer Journey Mapping course is based on the service re-design principle that provides a systematic and creative approach to meet the rising expectations of the customers regarding the quality of services that we provide. A cornerstone of service re-design is the understanding and mapping of our customers’ journey with us. The customer journey map illustrates the steps taken at any point in time that our customer goes through the engagement with us.

This highly interactive and visual two-day course will equip the participants with the core concepts of customer centricity and service re-design principle. Participants will learn the various elements of the customer journey and techniques to visualise it so that to understand their touch-points. Participants will also be exposed to the gap analysis methods in identifying areas of customer service improvement.

Program Objectives

• Understand the core concepts of customer centricity and service re-design principle.

• Learn the various elements and techniques to visualize the customer journey map.

• Identify areas of improvement trough gap analysis methods that focuses on customers’ perspective.

Course Outline

Module 1: Service Design – Introduction

Module 2: Customer Journeys

Module 3: Creating a customer journey Map

Module 4:  Customer Journey diagraming(visualization) techniques

Module 5: Identifying gaps and opportunities

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