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.

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)

By completing the 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.

The 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!

The Customer Journey Mapping training workshop can be delivered either onsite or online.

Online training:

The public version of this course is delivered over 2 x 4-hour online/virtual sessions (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, 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

The 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 2 x 4-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 before the course commences).

Available Discounts

• Save 15% if you purchase three or more tickets in the same transaction
• ACXPA Members save 25% on ALL CX skills courses. Learn more >
• If you’d like to train your whole team in a private session, please contact us for further information, available dates and pricing.