Applied Customer Journey Mapping
Bridging the Gap between Knowing and Doing
You just entered the path to becoming a Customer Journey Mapping Specialist (CJMSTM)!
Customer journey mapping is an essential methodology to build your organization’s customer-centricity. Journey maps serve as guides to help you anticipate your customers’ needs, deliver excellent experiences, and promote collaboration across silos
Customer journey maps yield deep insights into which touchpoints matter the most to your customers. With all of your stakeholders focusing on the customer experience, you can move closer to delivering on your brand promise.
Visualizing the customer experience with journey maps is a capability that is becoming ever more important in modern organizations. With this course, you will develop mastery in journey mapping methodology and direct application to your own customers’ challenges.
Your learning journey:
Six online courses
Six post-course reviews
Practical playbooks
Seminal Articles
Expert Videos
Access to mapping software
Guidance and coaching from CXU faculty
Build and deliver your map!
Online courses and post-course reviews with your instructor:
Click on the course to see its contents
CX 721: Introduction and building blocks
CX 722: Outside-In
CX 723: Segments, Personas, and Cohorts
CX 724: The Future State
CX 725: Insights to Action
CX 726: Embedding CJM into your Company
Post-Course Journey Map Presentations
CX 721: Introduction and building blocks
- What is Journey Mapping?
- History and Evolution of Journey Mapping
- Why Visualize the Customer Journey
- Anatomy of a Journey Map
CX 722: Outside-In
- Who is Your Customer
- Inputs to Journey Maps
- Voice of Employee and Maturity Modeling
- Problem Solving and Prioritization
CX 723: Segments, Personas, and Cohorts
- Data-driven Storytelling
- Segments, Personas and Cohorts
- Overview of CX Platforms and Tools
CX 724: The Future State
- Mapping the Future State
- Design Thinking and Customer Journey Maps
- Ongoing Experience Mapping
CX 725: Insights to Action
- Outputs of Journey Mapping
- Prioritization Framework
- Roadmaps and Planning
- Building a Journey Atlas
CX 726: Embedding CJM into your Company
- Finding Champions
- Internal Branding
- ROI, Change Management and Governance
Post-Course Journey Map Presentations
- Share your map with the class to receive feedback
- Polish your map for presentation to your organization’s senior leadership
- Receive your Customer Journey Mapping Specialist (CJMSTM) Certificate
