- This course has passed.
New course for 2023!
Introduction
How do we level-up our customer experience from good to great? How do we build an understanding of what our customers really need? What is most important for our customers? How do we best drive customer-centred change in our organisation?
Enter Customer Journey Mapping!
It provides invaluable insights into how customers interact with all aspects of a business – from their first contact to post-purchase follow-up.
It takes information and data collected across several touchpoints and helps to provide visibility into what’s working well and what areas could use improvement.
No matter where you are in your understanding and maturity of journey mapping, this course will support you to create journey maps that enable measurable and sustainable change for your customers and organisation.
Facilitated by the team at Humind, join us and explore the fascinating world of customer journey mapping!
With the right know-how and resources, you’ll be equipped to make customer journey mapping a priority in your organisation.
Benefits of Customer Journey Mapping
Customer Journey Maps are 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.
They are a critical component for identifying and improving the experiences, pain points and moments that matter for your customers and then using that insight to deliver better outcomes for your customers, your employees and your business.
And Customer Experience (CX) matters.
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.
Learn more about Customer Journey Mapping thanks to the Australian Customer Experience Professionals Association (ACXPA) > (will open in a new window)
Workshop Outcomes
By completing the May 2023 Customer Journey Mapping training workshop, you will:
- Develop an understanding of what is involved in creating a customer journey map, what it’s used for and why it’s so important.
- Understand how to best set up your customer journey mapping project for success.
- Learn how to develop a deep customer understanding as a prerequisite for journey mapping.
- Understand how to prioritise the critical moments from across your journey map to focus on improvement initiatives.
- Recognise the importance of sharing customer stories to drive customer and organisational change.
- Learn why having the right measures and metrics is important to understand the ‘health’ of your customer journey, and to monitor and measure progress over time.
- Be ready to lead a customer journey mapping project in your own organisation.
Who is this course suitable for?
The May 2023 Customer Journey Mapping training workshop gives you the opportunity to develop skills that will help enhance their customer experiences and increase customer loyalty.
This type of training is ideal for any person looking to better understand how customers interact with their products, services, and experiences.
Ideal participants are representatives from roles who work directly with customers or shape the overall experience they have with the organisation.:
-
- Customer Experience
- Marketing
- Customer service
- Product design
- Product or project managers
- Sales
- Analytics teams
- Account managers
- Hospitality staff
The Customer Journey Mapping skills are applicable to all industry types – from Public Service (councils, local, state and federal government), Private Sector and Not for Profits!
Course Delivery and Outline
The May 2023 Customer Journey Mapping training workshop is delivered across 4 x 2-hour live facilitated workshops and is designed to get you hands-on to learn new techniques and processes to level-up your organisations and team’s success.
Workshop 1. What is a customer journey mapping, and setting up your project for success
Customer journey mapping projects can open great insight into customer behaviour and identify the most important opportunities for improvement.
But, it’s critical to spend time and energy setting up for success.
Workshop 2. How to gather data and complete research for your project
Gathering data and insight for journey mapping projects is an important step in understanding and identifying key opportunities for improvement.
Combining multiple different types of insight helps create a holistic view of the customer experience.
Workshop 3. How to create the customer journey map
Armed with all the data and insightful knowledge that you need, it’s time to make a journey map.
We will make the training as practical as possible, using real-life examples throughout.
Workshop 4. How to use your customer journey map to drive customer and organisational change
With your completed journey map, you can build empathy and understanding for your customers across the organisation.
Use the journey mapping process to identify potential problems or opportunities in our customer experience that could be improved upon.
Customer Journey Mapping Toolkit Included!
Completing the training is just the beginning! You’ll also receive a comprehensive Customer Journey Mapping Toolkit so you can directly apply your new knowledge and skills to your organisation.
The Toolkit provides templates and job aids that will enable you to lead a journey mapping project from end-to-end.
Online or Onsite Training
The Customer Journey Mapping training workshop can be delivered either onsite or online.
Online training:
This particular May 2023 Customer Journey Mapping training workshop is a public course delivered over a single two-hour online workshop each fortnight over two months (total of 8 hours) ensuring there is minimal impact on your workload and that there is sufficient time in between each workshop to apply your journey mapping skills.
You can purchase as little as one ticket at the top of the page, and as a public course, you’ll also get the chance to meet and interact with others on the course undertaking a similar journey.
Onsite Training:
The Customer Journey Mapping training workshop can also be delivered privately onsite at your premises as a full one-day (8-hour) course*.
*Additional travel costs may apply
Course Dates & Times
The May 2023 Customer Journey Mapping training workshop is delivered over a single two-hour workshop each fortnight over two months (total of 8 hours) ensuring there is minimal impact on your workload and that there is sufficient time in between each workshop to apply your journey mapping skills.
You can purchase as little as one ticket at the top of the page and as a public course, you’ll also get the chance to meet and interact with others on the course undertaking a similar journey.
Workshop Dates and Times
- Workshop 1 – Thursday, 11th May 2023 between 10:30 am and 12:30 pm AEST
- Workshop 2 – Thursday, 25th May 2023 between 10:30 am and 12:30 pm AEST
- Workshop 3 – Thursday, 8th June 2023 between 10:30 am and 12:30 pm AEST
- Workshop 4 – Thursday, 22nd June 2023 between 10:30 am and 12:30 pm AEST
Dates and times don’t suit? Check here for other course dates or contact us about a private booking.
Meet your Workshop Facilitators
The May 2023 Customer Journey Mapping training workshop is facilitated by the team at Humind – a CX design and consultancy collective, that helps organisations to discover, design, and deliver experiences with the human in mind.
Rod, Jodie and Simon from Humind have delivered scores of journey-mapping projects across various industries and organisations – spanning financial services, education and training, recruitment, government, insurance, media and entertainment, retail, and technology.
Your facilitators and coaches for these workshops are:
Rod Netterfield
Rod believes sustainable and meaningful change is achieved when organisations invest to discover and understand their customer, placing them at the centre of redesign and transformation efforts.
Over the past 15+ years, Rod has worked across a variety of mid-tier and large global organisations designing and delivering customer experience strategies and outcomes across brands, products, and services.
As a versatile customer experience leader and consultant, he takes a commercial view on innovation whilst exploring practical ways to complement or extend strategies to bring in new sources of growth or revenue.
Jodie Fielding
Jodie is passionate about helping businesses to create a compelling vision and strategy and designing and driving large-scale customer change programs, at pace.
Jodie has 20 years’ experience leading businesses to optimise their customer journey and streamline operational processes.
Jodie has worked across a variety of industries establishing and leading strategic design, customer experience, and service delivery, uplifting capability to transform the way organisations create value for customers and people.
Simon Barclay
A systems thinker, Simon is fascinated with people and how and why they do things. This curiosity fuels a desire to gain a deep understanding of customer and stakeholder needs and expectations, forming a basis for delivering customer-led innovation.
Simon has over 10 years of experience leading the delivery of strategic projects and building organisational capability for innovation. He is passionate about collaboration with stakeholders to drive sustainable change within organisations.
He has worked in private, government, and semi-public sectors implementing high-level strategy into action using change management and systems design in partnership with the people that need it most.
About CX Skills
CX Skills is a specialist training business that only delivers customer service, customer experience (CX), contact centre, workforce optimisation (WFM/WFO) and workplace wellness courses designed and facilitated exclusively by industry professionals.
We're the official training partner of the Australian Customer Experience Professionals Association (ACXPA), and we are proudly Australian-owned and operated.
We’re grateful to have been trusted by hundreds of customers, and we’re proud of the amazing customer testimonials we’ve received, so you can rest assured that when you book a training course with CX Skills, your training is in good hands.
Our Recent Customers Include:
We're grateful to the following companies who have trusted CX Skills with their training. View our full customer list here >
Pricing and Payment Options
The May 2023 Customer Journey Mapping training workshop is facilitated live by the team at Humind and is $1,197.00 AUD ex GST per employee for a full 8-hours of live facilitated training (delivered over 4 x 2-hour sessions), the Customer Journey Mapping Toolkit and the 3 x 30-minute bonus coaching sessions.
Tickets to our upcoming public courses (see available dates at the bottom of this page) can be purchased instantly with a credit card or you can request an invoice at checkout (the invoice must be paid prior to the course commencing).
Available Discounts
- Save 15% if you purchase three or more tickets in the same transaction
- If you’d like to train your whole team in a private session, please contact us for further information, available dates and pricing.
Want to Save 25% off ALL CX Skills Courses and gain access to industry best practices?
Members of the Australian Customer Experience Professionals Association (ACXPA) save a massive 25% off ALL CX Skills courses for a full 12 months!
With annual memberships starting from just $35 per employee, it can be a great way to save money immediately on your training, plus, you'll gain access to a vast array of best-practice resources to improve your customer experience.Â
