Live online · 2 × 3.5 hours · with Humind
Customer Journey Mapping Workshop
A practical workshop that shows your team how to map end-to-end customer journeys, find the moments that matter, and turn insight into measurable improvements.
Walk away with a complete toolkit, ready-to-use templates, three one-on-one coaching sessions and a clear plan for your own journey mapping project.
- 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.
Choose how to take part
Book a ticket on a public workshop, or run it privately for your team.
Public workshop
Join a scheduled live online workshop
- 2 × 3.5-hour live online sessions
- Learn alongside peers from other organisations
- Book one ticket or several
- Save 15% when you book 3 or more
Private team workshop
Your team only, online or onsite
- Tailored to your journeys, stakeholders and goals
- Ideal for aligning a team around a live initiative
- Live online, or onsite as a one-day workshop
- Minimum 5 participants
Not sure it’s the right fit for your team? Talk to us
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 usUpcoming live public workshops
Book a Customer Journey Mapping Workshop
Public workshops run live online over two 3.5-hour sessions, so you can join from anywhere. Pay by card or request an invoice at checkout.
Friday 20 and Friday 27 November 2026
- Session 1 Fri 20 Nov · 9:00am–12:30pm AEDT
- Session 2 Fri 27 Nov · 9:00am–12:30pm AEDT
Online via Zoom · Bookings close Thu 19 Nov, 6:30pm
More dates
- 19Feb2027Fri 19 and Fri 26 Feb 20279:00am–12:30pm AEDT · both sessions · Online via Zoom$1,297ex GSTBook tickets
- 14May2027Fri 14 and Fri 21 May 20279:00am–12:30pm AEST · both sessions · Online via Zoom$1,297ex GSTBook tickets
- 20Aug2027Fri 20 and Fri 27 Aug 20279:00am–12:30pm AEST · both sessions · Online via Zoom$1,297ex GSTBook tickets
- 22Oct2027Fri 22 and Fri 29 Oct 20279:00am–12:30pm AEDT · both sessions · Online via Zoom$1,297ex GSTBook tickets
Who 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
ACXPA for CX professionals
Want to save $324.25 on this workshop?ACXPA members pay $972.75, not $1,297, plus a year of CX tools, diagnostics and live expert support
CX Skills is the official training partner of ACXPA. Membership gives CX professionals the diagnostics, calculators, frameworks and peer community to keep improving customer experience, all year, and saves you 25% on this workshop.
- 21CX Hub resources
- 42question CX Maturity Audit
- 50+hours of live expert access a year
- 25%off CX Skills live public courses
CX Roundtables
A monthly panel where senior CX practitioners work through one real problem: what they tried, what failed and what moved the number.
Members get every past session with full transcripts and an AI assistant that answers your questions.
Live expert access, every fortnight
Our Open Mic is a relaxed, off-the-record Zoom every second Tuesday with ACXPA’s founder and CEO.
No agenda, no slides: bring a question, share what you’re working through, or just listen.
The CX Hub, and seven more
Diagnostics, calculators, frameworks and guides built by CX practitioners, in one place.
Membership also opens the customer service, complaints, call centre, WFM, coaching, benchmarking and training hubs.
Member tools built for CX professionals
CX Maturity Audit
42 questions across six pillars: a maturity score, a spider chart of the gaps and a roadmap from your weakest pillar.
Customer Persona Wizard
A guided seven-step builder for up to 25 personas, with branded PDF export (Business Membership).
CX calculators
The numbers a CX business case is built from: lifetime value, churn, retention, NPS, ROI and survey sample size.
Guides and frameworks
How to build the foundations of a CX program, plus a Human Centered Design reference card.
CX job descriptions
Editable Word job descriptions for a Head of CX, a CX Analyst and a Customer Journey Designer.
Member Bytes
Short videos from senior practitioners: one idea, a few minutes, whenever you need it.
An ACXPA Individual Membership is $197 ex GST a year, and Business Membership starts at $497 for a team of five, under $100 per person.
Every member gets 25% off CX Skills live public courses: five people on this $1,297 workshop save over $1,600, more than three times the Business Membership cost.
Why this workshop
Why teams choose this workshop
Humind’s facilitators have led CX, service design and change programs across financial services, education, government and retail.
Every session is live and hands-on, with real examples and templates you can use the week after training.
Experienced facilitators
Rod, Jodie and Simon bring 45+ years of combined CX, design and change experience.
A complete toolkit
Step-by-step guidance, editable templates and job aids to run your own project.
One-on-one coaching
Three 30-minute sessions to help you apply the method to your real project.
Hands-on, not theory
Practical exercises and real examples, so you can apply it straight away.
Works in any sector
Public service, private sector and not-for-profits all use the same method.
ACXPA accredited
Aligned with contemporary CX practice, with a certificate on completion.
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.
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?
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 map the journeys that matter?
Book a ticket on a public workshop, or talk to us about a private workshop for your team.