Live online public workshop with Humind
Customer Journey Mapping WorkshopFridays 14 and 21 May 2027
A practical workshop that shows you how to map end-to-end customer journeys, find the moments that matter, and turn insight into measurable improvements.
Two live 3.5-hour sessions with the Humind facilitators, plus a complete toolkit and three one-on-one coaching sessions afterwards. Book one ticket or several for your team.
- 5.0/5 from verified reviews
- ACXPA accredited workshop
- Toolkit and 3 coaching sessions
- Certificate included
Trusted by leading organisationsHundreds of businesses, from local councils to national brands, have chosen CX Skills to upskill their teams. See who we’ve trained
What’s in it for your organisation
What your team will be able to do
Journey mapping turns scattered anecdotes into a single, evidence-based view of what customers actually experience across channels.
This workshop gives your team a repeatable method to map that journey, agree on the moments that matter and prioritise the fixes customers will notice.
- One shared view of the customer journey
- Prioritised fixes customers will notice
- Measurable links to FCR, NPS and cost-to-serve
Define the journey that matters
Set scope, personas, boundaries and success criteria so the map drives decisions.
Capture the real experience
Turn VoC, complaints and contact data into one evidence base across channels.
Reveal friction and root causes
Map steps, emotions and handoffs to surface the failure demand customers feel.
Prioritise what matters most
Score opportunities by impact and effort to build a backlog leaders will fund.
Design fixes customers notice
Co-design changes across process, policy, comms and tech, with clear owners.
Prove the value of CX
Link changes to FCR, AHT, churn, NPS and digital containment.
The workshop
Two workshops, from discovery to change
The Customer Journey Mapping Workshop runs over two live 3.5-hour sessions: the first sets up your project and builds real customer understanding, the second turns it into a map and a plan to drive change.
It’s facilitated by Humind, a CX design and consultancy collective that helps organisations discover, design and deliver experiences with the human in mind.
- 2 × 3.5 hoursTwo live sessions on separate days
- Live onlineVia Zoom, join from anywhere
- Toolkit includedTemplates, job aids and guidance
- 3 coaching sessions30 minutes each, one-on-one
What’s covered: two workshops
Each workshop has a clear outcome, so you finish with a map and a plan, not just a method.
Set up and discover
Frame the problem and build the customer understanding that makes a journey map useful, not decorative.
- Objectives, scope and boundaries
- Customers, channels and touchpoints
- Pain points and the moments that matter
Create the map and drive change
Turn insight into an actionable map, then use it to align stakeholders and move improvements forward.
- Build the journey map from your discovery
- Prioritise by impact and feasibility
- Use customer stories to build buy-in
Support after the workshop, so your map turns into action
The workshop is just the start. Every participant gets the tools and one-on-one help to apply the method to their own project, whether they join a public workshop or run it privately.
Customer Journey Mapping Toolkit
Step-by-step guidance, editable templates and job aids to lead your own project from start to finish.
Three one-on-one coaching sessions
Three 30-minute sessions to help you apply the method to your real project and unblock live journey work.
Use them when you need them
Book your coaching sessions any time within six months of the workshop, from mapping through to action.
Training a whole team? Talk to us about a private workshop
Getting sign-off?
Everything your manager needs, in one PDF
Download a three-page fact sheet with the outcomes, both workshops, the support included, price and options, ready to forward or attach to an approval.
Customer Journey Mapping Workshop fact sheet
2 × 3.5 hours live online with Humind, $1,297 per person. Public or private.
Download the PDFPrefer to talk it through?
Not sure it suits your team? Get in touch and we’ll help you choose.
Talk to usWho it’s for
Who is the Customer Journey Mapping Workshop for?
Anyone improving customer experience, reducing friction or aligning stakeholders around one view of the journey, in any sector.
CX and customer service leaders
An evidence-based way to prioritise CX projects and investment.
Operations managers
Reduce repeat contacts, complaints and handoffs across teams.
Process owners
Improve customer-facing processes across digital and assisted channels.
Business analysts
Practical methods and templates to map end-to-end journeys.
UX and service designers
Journey maps and service blueprints that stakeholders act on.
Public sector teams
Councils and government agencies improving services for the community.
Looking for broader CX training? Browse all CX courses
Reviews
What participants say
Verified reviews from people who’ve completed the Customer Journey Mapping Workshop.
374 verified reviews across all CX Skills courses
Read every reviewCustomer Journey Mapping Workshop · 3 reviews
On Google · 39 reviews
Independently verified
Great introduction to Journey Mapping!
We have recently begun our Customer Experience journey and a huge part of this is understanding the Customer Journey. What a great course this was to introduce us to what it was all about.
We had the best trainers in Rod and Simon and the course was really well structured. Done over 2 sessions, it took us through the basics then gave us some time to piece together a map ourselves. It opened my eyes to things that I hadn’t considered were part of a customer journey before.
Overall, a fantastic course to begin with, well structured, very informative and well-paced with lots of time to ask questions and consider scenarios.
Great course! Great facilitators/consultants - thanks Rod and Simon
We can’t thank Rod & Simon enough for the flexible way they accommodated our team and our learning needs. We undertook the creation of our Customer Experience Journey in addition to our normal work and Rod & Simon enabled us to be supported to undertake the work in between our sessions so that each training sessions was then applied into practice.
We feel more than capable now to undertake more Customer Experience Journey Mapping exercises independently. Thankyou again Rod & Simon!
Personal, relatable and practical.
The course was amazing. This is the first journey mapping course I have attended, and I was sceptical – I was worried it would be very broad, hard to apply and full of jargon.
It was the opposite, and I am continually referring back to the learning materials and putting into practice what I learnt.
Pricing
Pricing and payment options
Seven hours of live training, the Customer Journey Mapping Toolkit and three one-on-one coaching sessions, for $1,297 per person ex GST. Book one ticket or your whole team, and pay by card or invoice at checkout.
Places are limited to keep the sessions hands-on, so book early to secure your place.
- Save 15% when you book 3 or more tickets in one transaction
- ACXPA members pay $972.75 per person, a 25% saving (see below)
- Card or invoice: choose how to pay at checkout
- Toolkit and coaching included: three 30-minute one-on-one sessions to use within six months
- Training a whole team? Private workshops run for groups of 5 or more, live online or onsite as a one-day workshop
Official ACXPA training partner
Want to save $324.25 on this workshop? A $197 ACXPA membership pays for itself on this ticket
The maths
- 50+hours of live expert access a year
- 65+tools, templates and resources
- 18calculators
- 25%off CX Skills live public courses
ACXPA members save 25% on this workshop and every CX Skills live public course.
ACXPA membership gives CX professionals a full year of diagnostics, calculators, frameworks and live sessions, whether or not you book a course.
What CX professionals get, all year round
- CX Maturity Audit: 42 questions, a maturity score and a roadmap from your weakest pillar
- CX calculators for lifetime value, churn, retention, NPS, ROI and survey sample size
- CX Roundtables every month, with full transcripts and an AI assistant for members
- Customer Persona Wizard and premium team tools with Business Membership
FAQs
Customer Journey Mapping Workshop FAQs
Delivery, pricing, support and who the workshop suits.
Do I need any prior experience with journey mapping?
Who should attend?
When are the sessions?
What if I can’t make these dates?
How is the workshop delivered?
What support do I get after the workshop?
How much does it cost?
Can we book a private workshop for our team?
Will I get a certificate?
Will the workshop definitely go ahead?
Is there a discount for ACXPA members?
How do I book?
Talk to us
Questions about training your team?
Book a call to talk it through, or send us a message and we’ll get back to you.
Book a callDownload the fact sheet
Prefer the phone? Call +61 3 9008 7287 (Mon–Fri, 8:30–17:30 Melbourne time) or email hello@cxskills.com.au.
Ready to book your place?
Secure your tickets for 14 and 21 May, or talk to us about a private workshop for your team.
