Customer Journey Mapping Training Course

$197 AUD

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.

Customer Journey Maps are essentially 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 how to use that insight to improve your business.

Our half-day Introduction to Customer Journey Mapping Training Course will empower you with the insight, skills and tools on the fundamentals of Customer Journey Maps enabling you to build useful and practical customer journey maps for your business.

And for under $200 for the half-day workshop, there’s never been a better investment for your business.

Key Workshop Outcomes

By the end of the Customer Journey Mapping Workshop you’ll be able to :

Understand why a focus on customer experience is critical to business success.
Develop an understanding of what is involved in creating a customer journey map, what it’s used for and why it’s so important.
Learn how to develop a deep customer understanding as a prerequisite for journey mapping.
Understanding why identifying and targeting customer emotions is critical to success.
How to identify the critical moments that really matter in a Customer Journey.
Learn why having the right customer experience metrics is important in creating journey maps.
Target for improvement the critical moments in the customer journey.

Customer Journey Mapping course outcomes

ONLINE OR ONSITE

Whilst traditionally this course has been done on-site with the use of copious amounts of sticky notes, you can rest assured that we’ve modified the course to ensure you get the same learning outcomes whilst delivered online.

The Customer Journey Maps workshop is held over Zoom and includes some regular breaks to ensure you can remain fresh and attend to any urgent matters throughout the course.

That said, as COVID restrictions ease we are now taking private bookings for Customer Journey Workshops. Learn more about our private courses >

About Your Trainer

Shane Goldberg has over 20 years of experience helping businesses with their customer experience, strategy and business improvement focus.

As the owner of CustCore Consulting and with an MBA from Melbourne Business School, Shane will share his proprietary tools and frameworks to help you understand and deliver better customer experiences that deliver measurable improvements.

His clients have included organisations and businesses from multiple industries, including Bayside City Council, Belong, Domain Group, BUPA, Telstra SNP, Lux Group, AMCAP, Abbott Medical and a range of other companies.

Customer Journey Maps trainer Shane Goldberg

Customer Testimonials

CX Skills

5.0

Based on 23 reviews

Jamie Leonard

05:13 15 Oct 21

I did the management of contact centres four day workshop, it was fantastic! The facilitator was really engaging and... explained everything from WFM to forecasting in a easy to understand manner. Highly recommend to anyone working in a contact centre environment!read more

GVW Intranet

04:48 15 Oct 21

I had a fantastic learning experience with the half day Journey Mapping course. Shane was our trainer and explained... things thoroughly, used great practical examples and helped through the exercise when needed. He was very knowledgeable and engaging. The group size was not too big so everyone was able to contribute online. I feel confident to 'give a journey map a go' now, thank you. Helenread more

Jim Rodd

00:00 14 Sep 21

The Introduction to Contact Centre Management is an excellent course for those looking to understand contact centres... from a helicopter view and benchmark their operations. From the fundamental pillars to critical KPIs and performance metrics that underpin almost every contact centre globally, Justin is personable and professional and speaks with authority on a topic he knows intimately.read more

Sam Petroulias

04:45 16 Jul 21

Justin offers such a wealth of knowledge and skills that can be applied to leaders in any business. Thank you Justin!

Marianne Rutz

11:06 26 Apr 21

This course is absolutely fundamental to anyone dealing with customer experience, the customer journey and also... customer service departments. The course is packed with real life examples illustrating the 6 pillars of customer experience! Dan shares all his knowledge and expertise freely and with great love and enthusiasm for the subject matter!read more

Rachael Lowe

22:30 25 Apr 21

The CX Management Fundamentals course was exceptional, a balanced blend of best in-class examples and theory . Daniel... was the utmost professional, sharing his wealth of knowledge in customer experience and contact centre management. Content was relevant and covered an array of business examples. A course that exemplifies two-way participation (no death by PowerPoint). The diverse group of attendees had the opportunity to share their experiences and knowledge, which was priceless. I highly recommend this course for anyone in the customer experience realm, even beginners like me.read more

Eva Palfi

16:53 25 Apr 21

I learnt a lot about CX and the course gave me clarity on the 6 main competencies. The training was fun, enjoyable, I... can recommend to anyone who is passionate about the "Customer" subject. Daniel is very knowledgeable and experienced, he used real life business examples to understand both the strategic and tactical elements of CX. He also involved us which generated even more credibility.read more

Rory Lynch

04:45 29 Mar 21

I could not recommend this Company highly enough, I have now done two courses with the Fantastic Dan & Marcus and have... taken so much away. I want to thank everybody involved with CX Skills.read more

Vanessa Gralton

22:17 15 Mar 21

An absolutely fun and engaging learning session presented by Daniel. Would definitely recommend.

Monica Malgarini

06:29 03 Mar 21

Justin and the team at CX Skills have gone over and above the call of duty to deliver great Customer Service training... to our entire Service Centre team. The training has been high quality, delivered remotely, and Justin has been extremely flexible with necessary changes to attendees due to operational requirements. I highly recommend CX Skills to assist with your training needs.read more

Chris Remnant

03:58 25 Feb 21

The training provided manages to take complex sales strategies and make them easy to understand and implicate in a... sales call. It provides a structure that isn’t stifled by wordy scripts and pitches, and guides consultants towards a successful outcome for both the customer and consultant.This training took efficient, tried and tested sales concepts and expand on them to not only generate higher conversion, but a more positive customer experience.Aside from the training, which was amazing, Simon - the trainer - was a pleasure to work with. He was attentive and showed a real passion and desire to enhance the trainee’s sales expertise.I would recommend CX Group to anyone who will listen!read more

Elena Prenner

22:06 03 Feb 21

A very well structured training course. The trainer was very knowledgeable and a very good presenter.

Sheree Laursen

04:48 03 Feb 21

The Contact Centre Management course was full of practical help and advice. The trainers were very knowledgeable and... tailored the course to the participants needs. It was very enjoyable and well thought out course.read more

Nicole Field

05:25 02 Feb 21

I recently attended the Contact Centre Management Fundamentals course and found it extremely useful and relevant.... Daniel was extremely knowledgeable on all topics and handled questions with ease. He was a great trainer and i found the session had a great mix to suit all learning styles. I have taken so much from this course, the networking opportunities as well as the CX website and associated resources. I highly recommend attending if you are looking to better understand contact centre management regardless of what level you work at.read more

Adrian Powell

09:44 25 Jan 21

Daniel, Marcus and Justin provided an outstanding course that was presented professionally and engaging. It was great... to attend a training course that enabled time to ask relevant questions, obtain reassurance and seek clarification from other participants.Though the session was run via Zoom, I felt Daniel engaged with the attendees in such a way that it encouraged networking opportunities and learn from each other as well as supporting each other in progressing theory into current real life examples.I look forward at seeing what other courses CX Skills can not only me but other team members.Cannot speak enough about the after course work and the offering Justin provides for the CX community. Look forward to seeing you a future session... Maybe the QA development session later this year!read more

Badri Pokhrel

05:52 21 Jan 21

Thank you team-It has certainly changed the whole perspective on how I used to see and handle the issues not just at... the workplace but also in day to day life. Very practical and informative course content delivered in a very professional way. I truely recomend everyone out there to use this platform.read more

Sarsha S

23:39 22 Dec 20

Justin created a great call centre fundamentals program for our organisation, based on the skill gaps needed filling. ... Although it was at the height of the Melbourne lockdown the session was still interactive, interesting and achieved the desired result.read more

Katherine Robshaw Ed Dept

04:06 30 Nov 20

Really enjoyed course on handling difficult customers. I came away with a number of tools that I can use not only with... customers, but also day to day life.read more

Linda P

04:52 16 Nov 20

Kaylee Gerbes

23:43 21 Sep 20

Justin from CX responded promptly to my training enquiry. He heard what we wanted and we discussed best way to present... this during Melbourne Lockdown. He conducted the introduction to contact centre leadership remotely with a small group. He weaved his contact centre experience with humour and activities that were appropriate and engaging. At the end each person agreed that they learnt lots and were going to apply at least one thing back in their role. I would highly recommend CX and Justin for training and support.read more

Next Reviews

The Customer Journey Mapping Workshops can be conducted online or on-site (subject to COVID restrictions)

Public and Private Training Options

The Customer Journey Mapping training course is offered both privately and publicly depending on your requirements. You can learn more about both below.

Public courses are great for small numbers with the added value of learning from and meeting others on a similar journey.

The times and dates are fixed enabling you to plan ahead and free up some time in the diary!

Search below for the upcoming Customer Journey Mapping public training courses.

Private courses can be cost-effective for larger numbers and a great tool for driving organisational-wide CX transformation change by getting everyone on the ‘same page’ in learning how Customer Journey Maps work and how to build them for your business.

You can also have more flexibility with dates and times to suit your organisation and it can be more cost-effective for larger groups.

Learn more about our private courses >

Upcoming Public Customer Journey Mapping Training Courses

All our upcoming public Introduction to CX courses are listed below. If you’ve got further questions or would like to discuss private training courses contact us on +61 3 9008 7287 AEST/AEDT Monday to Friday or send us a message >