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Applied Customer Journey Mapping


A course that merges the what and how of CX with blended online self-study courses and digital meet-ups. Every learner will have their own map constructed to share with their companies. For all CX professionals.

SKU: CX720SE21 Category:


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.

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Become a Customer Journey Mapping Specialist (CJMS)TM

  • Six online courses packed with practical playbooks, seminal articles, expert videos
  • Access to journey mapping software
  • Six post-review virtual meet-up classes
  • Guidance and coaching from CX experts
  • Dedicated Slack channel
  • Build and deliver your own map!


September cohort project and meeting dates:

  • 17-Sep: CX 721 Introduction and Building Blocks (Online, Independent Course Work)
  • 24-Sep: Project and CX 721 Review session via Zoom 10:30 AM-12 PM ET
  • 1-Oct: CX 722 Outside In (Online, Independent Course Work)
  • 8-Oct: Project and CX 722 Review session via Zoom 10:30 AM-12 PM ET
  • 15-Oct: CX 723 Segments and Cohorts (Online, Independent Course Work)
  • 22-Oct: Project and CX 723 Review session via Zoom 10:30 AM-12 PM ET
  • 29-Oct: CX 724 The Future State (Online, Independent Course Work)
  • 5-Nov: Project and CX 724 Review session via Zoom 10:30 AM-12 PM ET
  • 12-Nov: CX 725 Insights to Action(Online, Independent Course Work)
  • 19-Nov: Project and CX 725 Review session via Zoom 10:30 AM-12 PM ET
  • 26-Nov: CX 726 Embedding CJM into your Company (Online, Independent Course Work)
  • 3-Dec: Project and CX 726 Review session via Zoom 10:30 AM-12 PM ET
  • 10-Dec: Journey Map presentations via Zoom 10:30 AM-12 PM ET

6 reviews for Applied Customer Journey Mapping

  1. Anonymous Customer

    Because is very helpful to have an excellent CX experience. I’m learning a lot about customer journey maps.

  2. Anonymous Customer

    The well-designed activities helped me learn how to design and build a customer journey map.

  3. Anonymous Customer

    My colleagues at work are impressed with my customer journey mapping skills! I have learned so much in just a few weeks.

  4. Anonymous Customer

    I’ve learned a lot so far in making customer journey maps. For the first time I’m feeling confident that I can create a journey map for my organization!

  5. Anonymous Customer

    I appreciate the opportunity to build a customer journey map for my company while learning how to do it.

  6. Anonymous Customer

    The Miro journey mapping product is easy to learn and the support of the faculty and other participants is invaluable.

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