Customer Journey Mapping Training Workshop (November 2025)
A practical, ACXPA-accredited workshop that shows your team how to map end-to-end customer journeys, find the moments that matter, and turn insight into measurable improvements.
If you’re serious about lifting CX performance, this workshop gives you the structure and tools to capture real customer behaviour across channels, align stakeholders, and prioritise fixes that move the needle for customers and the business.
Walk away with a complete toolkit, ready-to-use templates, and a clear plan to run a successful journey mapping project.
- 2 × 4-hour live online sessions (8 hours)
- ACXPA accredited
- Includes toolkit, certificate & 3 × 30-min coaching sessions
- Proven method to map journeys across channels and touchpoints
- Prioritisation approach to target high-impact fixes customers notice
- Hands-on practice using real-world examples and ready templates
Why Teams Choose Customer Journey Mapping Training
Journey mapping turns scattered anecdotes into a single source of truth. It aligns leaders on the moments that matter, prioritises fixes customers notice, and gives you a repeatable method to improve CX without guesswork.
- See the real customer experience. Map cross-channel interactions from first contact to follow-up.
- Find the moments that matter. Identify pain points, friction, and opportunities with evidence.
- Prioritise with confidence. Score impact on customers, cost to serve, risk, and revenue.
- Unite stakeholders. Replace opinion tennis with a visual, agreed view of the journey.
- Measure and improve. Link fixes to outcomes like FCR, churn, NPS and digital containment.
What Workshop Participants Say
Real feedback from teams who’ve completed the Customer Journey Mapping workshop and used the toolkit on live projects.
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.
Trusted by Leading Organisations Across Australia
Hundreds of businesses — from local councils to national brands — have chosen CX Skills to upskill their teams with practical, real-world customer service training.
Who Should Attend the Customer Journey Mapping Workshop
This customer journey mapping training is ideal for teams improving customer experience, reducing friction, and aligning stakeholders around a single view of the journey. It is applicable across all industries — including the Public Service (councils, local, state and federal government), Private Sector, and Not-for-Profits. Typical participants include:
CX and Customer Service Leaders
- Need an evidence-based way to prioritise CX projects and investments
- Want to replace gut feel with structured customer insight and journey data
- Looking to unite senior stakeholders around one customer truth
Operational Managers & Process Owners
- Responsible for customer-facing processes across digital and assisted channels
- Keen to reduce repeat contacts, complaints and handoffs across teams
- Want to link journey improvements to KPIs like AHT, FCR, NPS and cost-to-serve
Business Analysts, UX & Service Designers
- Want practical methods to map end-to-end journeys and service blueprints
- Looking for editable templates to accelerate workshops and alignment
- Need a toolkit to support transformation and change delivery
Benefits of Customer Journey Mapping
Customer Journey Maps provide a clear view of what customers actually experience across channels. They connect dots from first contact through consideration, purchase and post-purchase, so teams can see friction, align on the moments that matter, and target improvements customers will notice.
Used well, journey mapping becomes the decision lens for CX, operations and product — replacing opinion tennis with evidence and a prioritised backlog everyone can rally behind.
- End-to-end visibility: understand real customer behaviour across touchpoints.
- Prioritised improvements: focus on issues with the biggest customer and business impact.
- Stakeholder alignment: one shared view that cuts through noise and politics.
- Measurable outcomes: link fixes to FCR, churn, NPS, cost-to-serve and revenue.
- 86% of buyers will pay more for great CX
- 73% say CX is a key purchase factor
- 65% find experience more persuasive than ads
- 84% of CX-improving orgs see revenue lift
November 2025 Customer Journey Mapping Workshop Structure
Delivered live across two focused half-day sessions, this training takes you from set-up and discovery through to building your journey map and using it to drive organisational change.
- Live online
- 2 × 4-hour sessions (8 hours total)
- ACXPA accredited
- Toolkit + certificate
- 3 × 30-min coaching sessions
Workshop 1: Set Up and Discover
Frame the problem, define scope and roles, and build the customer understanding that makes journey mapping useful, not decorative.
- Establish objectives, scope and boundaries so the project is set up for success
- Identify customers, channels and touchpoints to include
- Gather data and insights from multiple sources to inform the map
- Build a shared understanding of the current customer experience
- Surface pain points and the key “moments that matter”
Outcome: a clear, evidence-based brief and a grounded view of the current journey.
Workshop 2: Create the Map and Drive Change
Turn insight into an actionable map, then use it to align stakeholders and move improvements forward.
- Create the customer journey map from discovery inputs
- Prioritise improvement opportunities based on impact and feasibility
- Connect actions to measures that matter to your organisation
- Use customer stories and evidence to build buy-in
- Plan next steps to progress customer and organisational change
Outcome: a practical journey map and a prioritised improvement plan your team can implement.
What You Receive
Everything you need to apply Customer Journey Mapping in your organisation — with support after the workshop.
Customer Journey Mapping Toolkit
A comprehensive set of templates and job aids so you can lead a journey mapping project from end-to-end.
- Step-by-step guidance to run mapping activities
- Editable templates to capture journeys and insights
- Job aids to support facilitation and follow-up
3 × 30-minute Private Coaching Sessions
Post the workshop, you'll receive one-on-one support to help you apply the method to your real project within six months of training.
- Use sessions when you need them
- Get help unblocking live journey work
- Stay on track from mapping to action
What You’ll Learn in the Customer Journey Mapping Workshop
Practical, commercial outcomes. Not “theory hour.” Each outcome below maps to a real capability you’ll use the week after training.
Define the Journey That Matters
Set scope, personas, start/finish boundaries and success criteria so your map drives decisions, not arguments.
Capture the Real Customer Experience
Turn VoC, complaints, contact data and field insight into a single evidence base across channels and touchpoints.
Reveal Friction and Root Causes
Map steps, emotions and handoffs to surface failure demand, broken policies and tech gaps that customers actually feel.
Prioritise the Moments That Matter
Score opportunities by impact and effort to build a transparent backlog leaders will fund and teams can deliver.
Design Target States Customers Notice
Co-design fixes across process, policy, comms and tech with clear owners, risks and dependencies.
Measure What Improves CX and Cost-to-Serve
Link changes to metrics like FCR, AHT, churn, NPS and digital containment so you can prove the value of CX.
Meet Your Workshop Facilitators
The Customer Journey Mapping workshop is facilitated by the team at Humind — a CX design and consultancy collective helping organisations discover, design and deliver experiences with the human in mind.
Rod Netterfield
Rod brings 15+ years of global CX leadership, helping brands across financial services, education, government and retail to redesign experiences that drive revenue and loyalty.
He blends strategy with commercial pragmatism — making change sustainable and measurable.
Jodie Fielding
Jodie has 20+ years’ experience leading large-scale customer change programs, with a focus on strategy, service design and operational transformation across industries.
She specialises in creating a compelling vision and building capability to deliver it at pace.
Simon Barclay
A systems thinker with 10+ years’ experience, Simon leads strategic projects across government and private sectors. His focus is collaboration, systems design and sustainable innovation.
He helps organisations move from mapping to action with practical change management techniques.
How and When It’s Delivered
The November 2025 Customer Journey Mapping Workshop is delivered live online, so you (or your team) can participate from anywhere in Australia.
This is a public workshop, giving you the opportunity to learn alongside professionals from other organisations — creating valuable cross-industry insights and shared experiences.
Pricing and Payment Options
The November 2025 Customer Journey Mapping workshop is facilitated by Humind and delivered live online across two focused half-day sessions. It runs multiple times each year, making it easy to find a date that suits.
Book an individual seat or enrol multiple participants.
💳 Both credit card and invoice payment options are available.
Seats are limited. Secure your place early to avoid missing your preferred intake.
Frequently Asked Questions — Customer Journey Mapping Workshop
No prior experience is required. We cover the fundamentals and give you practical templates so you can apply the method immediately in your organisation.
The public workshop is delivered live online across 2 × 4-hour sessions (8 hours total) to minimise disruption while giving time between sessions to apply concepts.
Yes. For groups of 5+ we can deliver a private session (onsite or online) tailored to your journeys, stakeholders and goals. Contact us for details.
You’ll receive a comprehensive Customer Journey Mapping Toolkit (templates and job aids) plus three 30-minute 1:1 coaching sessions to help you apply the method to your real project.
Yes — you’ll receive a Certificate of Completion from CX Skills.
Absolutely. ACXPA members save 25% on CX Skills courses, including this workshop. Membership also includes access to tools, resources, roundtables and industry support for CX professionals. Learn more about ACXPA membership.
