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Customer Journey Mapping May 2021 Workshop

May 28 @ 12:30 PM - 4:30 PM AEST |$197
How to create customer journey maps online course May 2021

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Customer Journey Mapping (May 2021)
$ 197.00 ex GST
Unlimited

Customer Journey Mapping May 2021 Training Course

Recently customer experience overtook price and product as the key brand differentiator for customers determining who to buy from, and which companies to remain loyal to.

But it’s not just about having happy customers, consider these statistics:

  • 86% of buyers are willing to pay more for a great customer experience.
  • 73% of buyers point to customer experience as an important factor in purchasing decisions.
  • 65% of buyers find a positive experience with a brand to be more influential than great advertising.
  • 84% of organisations working to improve CX report an increase in revenue.

Customer Journey Maps are essentially like roadmaps that detail what your customers experience when interacting with your business.  They start before customers buy or use your product or service, and continue all the way through the customer lifecycle — beginning from awareness, moving through consideration, and all the way up to the actual point of interaction(s) both before and after purchase.

Customer Journey Maps May 2021 Training Course Australia

They are a critical component for identifying and improving, the experiences, pain points and moments that matter for your customers and how to use that insight to improve your business.

Our half-day Introduction to Customer Journey Mapping May 2021 Training Course will empower you with the insight, skills and tools on the fundamentals of Customer Journey Maps enabling you to build useful and practical customer journey maps for your business.

And for under $200 for the half-day workshop, there’s never been a better investment for your business.

Key Workshop Outcomes

By the end of the May 2021 Customer Journey Mapping Workshop you’ll be able to :

  • Understand why a focus on customer experience is critical to business success.
  • Develop an understanding of what is involved in creating a customer journey map, what it’s used for and why it’s so important.
  • Learn how to develop a deep customer understanding as a prerequisite for journey mapping.
  • Understanding why identifying and targeting customer emotions is critical to success.
  • How to identify the critical moments that really matter in a Customer Journey.
  • Learn why having the right customer experience metrics is important in creating journey maps.
  • Target for improvement the critical moments in the customer journey.
Customer Journey Mapping May 2021 course outcomes

COURSE DATES AND TIMES

The Customer Journey Mapping workshop will be held online (via ZOOM) on the 28th May between 12:30 pm and 4:30 pm AEST.

ZOOM ZOOM

Whilst traditionally this course has been done on-site with the use of copious amounts of sticky notes, you can rest assured that we’ve modified the course to ensure you get the same learning outcomes whilst delivered online.

This Customer Journey Maps May 2021 training course is held over Zoom and includes some regular breaks to ensure you can remain fresh and attend to any urgent matters throughout the course.

However, as COVID restrictions ease, we are now starting to take private bookings for Customer Journey Workshops.  Learn more about our private courses >

For now, all our Public Courses (e.g this one) are only available online.

online customer journey mapping course in May 2021

About Your Trainer

Shane Goldberg has over 20 years of experience helping businesses with their customer experience, strategy and business improvement focus.

As the owner of CustCore Consulting and with an MBA from Melbourne Business School, Shane will share his proprietary tools and frameworks to help you understand and deliver better customer experiences that deliver measurable improvements.

His clients have included organisations and businesses from multiple industries, including Bayside City Council, Belong, Domain Group, BUPA, Telstra SNP, Lux Group, AMCAP, Abbott Medical and a range of other companies.

May 2021 Customer Journey Mapping workshop faciliator

Customer Testimonials

CX Skills
4.9
Based on 18 reviews
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Marianne Rutz
Marianne Rutz
11:06 26 Apr 21
This course is absolutely fundamental to anyone dealing with customer experience, the customer journey and also... customer service departments. The course is packed with real life examples illustrating the 6 pillars of customer experience! Dan shares all his knowledge and expertise freely and with great love and enthusiasm for the subject matter!read more
Rachael Lowe
Rachael Lowe
22:30 25 Apr 21
The CX Management Fundamentals course was exceptional, a balanced blend of best in-class examples and theory . Daniel... was the utmost professional, sharing his wealth of knowledge in customer experience and contact centre management. Content was relevant and covered an array of business examples. A course that exemplifies two-way participation (no death by PowerPoint). The diverse group of attendees had the opportunity to share their experiences and knowledge, which was priceless. I highly recommend this course for anyone in the customer experience realm, even beginners like me.read more
Eva Palfi
Eva Palfi
16:53 25 Apr 21
I learnt a lot about CX and the course gave me clarity on the 6 main competencies. The training was fun, enjoyable, I... can recommend to anyone who is passionate about the "Customer" subject. Daniel is very knowledgeable and experienced, he used real life business examples to understand both the strategic and tactical elements of CX. He also involved us which generated even more credibility.read more
Rory Lynch
Rory Lynch
04:45 29 Mar 21
I could not recommend this Company highly enough, I have now done two courses with the Fantastic Dan & Marcus and have... taken so much away. I want to thank everybody involved with CX Skills.read more
Vanessa Gralton
Vanessa Gralton
22:17 15 Mar 21
An absolutely fun and engaging learning session presented by Daniel. Would definitely recommend.
Monica Malgarini
Monica Malgarini
06:29 03 Mar 21
Justin and the team at CX Skills have gone over and above the call of duty to deliver great Customer Service training... to our entire Service Centre team. The training has been high quality, delivered remotely, and Justin has been extremely flexible with necessary changes to attendees due to operational requirements. I highly recommend CX Skills to assist with your training needs.read more
Chris Remnant
Chris Remnant
03:58 25 Feb 21
The training provided manages to take complex sales strategies and make them easy to understand and implicate in a... sales call. It provides a structure that isn’t stifled by wordy scripts and pitches, and guides consultants towards a successful outcome for both the customer and consultant.This training took efficient, tried and tested sales concepts and expand on them to not only generate higher conversion, but a more positive customer experience.Aside from the training, which was amazing, Simon - the trainer - was a pleasure to work with. He was attentive and showed a real passion and desire to enhance the trainee’s sales expertise.I would recommend CX Group to anyone who will listen!read more
Elena Prenner
Elena Prenner
22:06 03 Feb 21
A very well structured training course. The trainer was very knowledgeable and a very good presenter.
Sheree Laursen
Sheree Laursen
04:48 03 Feb 21
The Contact Centre Management course was full of practical help and advice. The trainers were very knowledgeable and... tailored the course to the participants needs. It was very enjoyable and well thought out course.read more
Nicole Field
Nicole Field
05:25 02 Feb 21
I recently attended the Contact Centre Management Fundamentals course and found it extremely useful and relevant.... Daniel was extremely knowledgeable on all topics and handled questions with ease. He was a great trainer and i found the session had a great mix to suit all learning styles. I have taken so much from this course, the networking opportunities as well as the CX website and associated resources. I highly recommend attending if you are looking to better understand contact centre management regardless of what level you work at.read more
Adrian Powell
Adrian Powell
09:44 25 Jan 21
Daniel, Marcus and Justin provided an outstanding course that was presented professionally and engaging. It was great... to attend a training course that enabled time to ask relevant questions, obtain reassurance and seek clarification from other participants.Though the session was run via Zoom, I felt Daniel engaged with the attendees in such a way that it encouraged networking opportunities and learn from each other as well as supporting each other in progressing theory into current real life examples.I look forward at seeing what other courses CX Skills can not only me but other team members.Cannot speak enough about the after course work and the offering Justin provides for the CX community. Look forward to seeing you a future session... Maybe the QA development session later this year!read more
Badri Pokhrel
Badri Pokhrel
05:52 21 Jan 21
Thank you team-It has certainly changed the whole perspective on how I used to see and handle the issues not just at... the workplace but also in day to day life. Very practical and informative course content delivered in a very professional way. I truely recomend everyone out there to use this platform.read more
Sarsha S
Sarsha S
23:39 22 Dec 20
Justin created a great call centre fundamentals program for our organisation, based on the skill gaps needed filling. ... Although it was at the height of the Melbourne lockdown the session was still interactive, interesting and achieved the desired result.read more
Katherine Robshaw Ed Dept
Katherine Robshaw Ed Dept
04:06 30 Nov 20
Really enjoyed course on handling difficult customers. I came away with a number of tools that I can use not only with... customers, but also day to day life.read more
Linda P
Linda P
04:52 16 Nov 20
Kaylee Gerbes
Kaylee Gerbes
23:43 21 Sep 20
Justin from CX responded promptly to my training enquiry. He heard what we wanted and we discussed best way to present... this during Melbourne Lockdown. He conducted the introduction to contact centre leadership remotely with a small group. He weaved his contact centre experience with humour and activities that were appropriate and engaging. At the end each person agreed that they learnt lots and were going to apply at least one thing back in their role. I would highly recommend CX and Justin for training and support.read more
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Details

Date:
May 28
Time:
12:30 PM - 4:30 PM AEST
Cost:
$197
Courses Category:

Organiser

CX Skills
Phone:
+61 3 9008 7287
Email:
hello@cxskills.com.au
View Organiser Website

Other

Course Completion:
Half Day
Best suited for:
Executives, CX Professionals
Session Duration
4 Hours
Number of sessions
1
Total Course Hours
4