Applied Customer Journey Mapping
Bridging the Gap between Knowing and Doing
You just entered the path to becoming a Customer Journey Mapping Specialist (CJMSTM)!
Now partnered with JourneyTrack™
Free access to JourneyTrack™, a comprehensive customer journey mapping platform, to help you create, manage, and iterate on your journey maps.
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:
Online courses and post-course reviews with your instructor:
- What is Journey Mapping?
- History and Evolution of Journey Mapping
- Why Visualize the Customer Journey
- Anatomy of a Journey Map
- Who is Your Customer
- Inputs to Journey Maps
- Voice of Employee and Maturity Modeling
- Problem Solving and Prioritization
- Data-driven Storytelling
- Segments, Personas and Cohorts
- Overview of CX Platforms and Tools
- Mapping the Future State
- Design Thinking and Customer Journey Maps
- Ongoing Experience Mapping
- Outputs of Journey Mapping
- Prioritization Framework
- Roadmaps and Planning
- Building a Journey Atlas
- Finding Champions
- Internal Branding
- ROI, Change Management and Governance
- 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