Customer Journey Mapping Training Workshop

$1,197 AUD per employee

The Customer Journey Mapping course has an average rating of 5.0 out of 5 stars
Very good0%


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 Training Course in Australia

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)

Benefits of Customer Journey Mapping

Personal, relatable and practical.

Review of May 23 Customer Journey Mapping

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.

Avatar for Rebecca Perkins
Rebecca Perkins
Senior Service Designer

Workshop Outcomes

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.
Customer Journey Mapping training workshop outcomes

Who is this course suitable for?

Course Suitability

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!

Course Delivery and Outline

The Customer Journey Mapping training workshop is delivered across 2 x 4-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.

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 2. 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.

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.

THREE Bonus Private Coaching Sessions!!!

Let’s face it, applying any new learning for the first time can be challenging. We are committed to making sure you are set up for success so following completion of your training, you are offered 3 x 30-minute one-on-one coaching sessions that you can use anytime over the next six months following your training.

The personal coaching sessions will help you to be well-prepared and supported to lead successful customer journey mapping projects in your organisation.

Online or Onsite Training

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

online customer journey mapping training course CX Skills

Meet your Workshop Facilitators

The 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.

Rod Netterfield Customer Journey Mapping training course

Jodie Fielding

Jodie Fielding Customer Journey Mapping training course

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.

Simon Barclay Customer Journey Mapping training workshop

Interested in learning more about Customer Experience?

Our Customer Experience Management Fundamentals Course is an 18–hour course (delivered as 4 x 4.5-hour sessions) to teach you the core fundamentals of customer experience management, aligned to the global Customer Experience Professionals Association standards. 

Or, if you’re after something a little shorter, check out our Introduction to Customer Experience course >

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.

CX Skills Australia Training Courses
CX Skills
Based on 33 reviews
I recently had the privilege of attending Daniel Ord's workshop on "Managing Difficult Situations" hosted by Omni Touch, and it was nothing short of outstanding. Daniel's expertise and passion for the subject matter truly shine through in his teaching style, making it a transformative experience for all participants.From the moment the workshop began, Daniel's enthusiasm was infectious. He has an exceptional ability to convey complex concepts in an understandable and relatable way. I left the workshop with a profound understanding of how to navigate challenging scenarios, both in my professional and personal life.What truly sets Daniel apart is his commitment to engagement. Throughout the session, he encouraged active participation and created an inclusive atmosphere where questions and discussions were not just welcome but encouraged. It's evident that he genuinely cares about each participant's learning journey.The real-world examples and practical strategies shared during the workshop were invaluable. Daniel's ability to connect theory to practical application made the content highly relevant and actionable.The workshop was impeccably organized, and Daniel's presentation skills were top-notch. He kept the audience engaged and motivated throughout, making the entire experience enjoyable and enlightening.In conclusion, I cannot recommend Daniel Ord's workshops enough. If you're looking to enhance your skills in managing difficult situations, he is the go-to expert. Thank you, Daniel, for an enriching and eye-opening workshop. I eagerly look forward to attending more of your sessions in the future.If you're considering attending one of Daniel's workshops, don't hesitate – you won't be disappointed!
Response from the owner: Thanks so much for the lovely review Trisha! We're thrilled that you enjoyed the Managing Difficult Customers course and we are very lucky to have Daniel as one of our trainers - as you've articulated, we truly think he's the best in the business and testimonials such as yours certainly help confirm we are not alone in that thinking! For anyone reading this and considering the course, you'll find more information here:
I highly recommend this training for anyone interested in a Customer Service role or wanting to improve their skills. Simon has a great understanding of what is required to achieve a high standard of Customer Service. I really enjoyed this training which was also delivered with a great sense of humour!
Response from the owner: Thanks Angela, Simon certainly has a great way of making learning fun! So glad you enjoyed the course and thanks for taking the time to leave a review!
Simon was great at delivering the course! I have learnt few essentials steps that have improved my confidence and the quality of my customer service! I highly reccomend his courses.
Response from the owner: Thanks Kira, great to hear you enjoyed the Customer Service Essentials course! We think Simon is pretty awesome so its always nice when people take the time to leave a review and let us know they also thought he was great!
The best course I have taken in 4 decades of customer service.
Response from the owner: Oh wow, thank you Alison! We really think Daniel Ord is the best customer service trainer in the world and we are very lucky to have him! We might be a little bias but we really think everyone who deals with customers should complete the Managing Difficult Customers course! Especially theses days with so much angst in the world with price increases, staff shortages, stock shortages etc! Thanks again for taking the time to leave a review 🙂
Great course delivery and awesome techniques to use with customers.
Response from the owner: Thanks Yvonne, managing difficult customers is never fun but its a whole lot easier when you are provided with the rights skills. Glad to hear you enjoyed the course!
Great Contact Centre Management course. The trainer, Daniel well explained how contact centres works and this is exactly what I needed for my role. It was also great to learn practices and experiences from other trainees as well. Daniel, thank you for the wonderful training. I really enjoyed the 4 days!
Response from the owner: Thanks Kyoko, Contact Centre Management really is a skill that can be learnt with some fundamentals that apply to all centres. Good luck with your contact centre management journey, it's a great job when armed with the right skills which you've now got!
Great company to work with. Excellent training course with trainers that really bring the content to life!
Response from the owner: Thanks Joyi, it was a pleasure to have you on our Contact Centre Management Fundamentals course, your enthusiasm and passion is infectious!
Fantastic virtual environment. Daniel who hosted our course was well articulated and engaging. I thoroughly enjoyed participating in this CX course and feel ready to apply the skills I gained.
Response from the owner: Thanks Eloise, thrilled you enjoyed the course and put the skills learnt into action! We look forward to hearing about your future successes 🙂
Highly Recommended!
I've participated in several courses with CX Skills now, specifically with Daniel Ord as the instructor. Daniel has a wealth of knowledge around customer experience and his history in customer service is top notch. CX Skills has become my go to for my teams customer service and customer experience development.
Response from the owner: Thanks Todd, it was great to have you personally attend another one of our courses. You're right, we love working with Daniel as he's the best in the business with his experience, training style and passion a great combination. Thanks for the review and I look forward to seeing you on a course again in the near future when we train some of your frontline employees - Justin
Training with CX Skills is always engaging and worth every cent. The team are helpful and the lessons are practical and easy to translate into the workplace.
Response from the owner: Thanks Sheree for taking the time to leave us a review and glad you enjoyed the course!
Attended the Introduction to Contact Centre Management course – found it extremely informative and left with a much better understanding of the world I'm about to step into! The course was well structured and Justin was a great teacher. His wealth of knowledge (and passion) absolutely shone through. Am keen to learn more!
Response from the owner: Thanks Keira, was great to meet you on the course and I wish you all the best with the new adventure and hearing about your progress! - Justin
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!
Response from the owner: Awesome Jamie, thanks for taking the time to leave a review. Daniel is certainly very knowledgeable and passionate about contact centres so thrilled to hear you got a lot out of the course. We really do believe if there was one course any call centre Team Leader or Manager should attend in their career this would be it!
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. Helen
Response from the owner: Thanks Helen, so great to hear. Journey Maps can often feel a bit daunting but when they are explained well and supported with some great examples it does give people the confidence they need to get cracking!
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.
Response from the owner: Thanks Jim for taking the time to provide a wonderful review. It was a pleasure having you and the team on the course. You've got a great team behind you so I look forward to hearing about your successes in the future as you roll out some of the new initiatives. - Justin
Justin offers such a wealth of knowledge and skills that can be applied to leaders in any business. Thank you Justin!
Response from the owner: Thanks Sam, was great to meet you on the Introduction to Contact Centre Managers course! Looking forward to staying connected and hearing about future successes with your career.
Response from the owner: Thanks Dirk for attending the Introduction to Contact Centre Managers course. Good luck with your new business venture!
We have done a few training courses now through Justin and the CX Group.In these sessions the facilitator has been Dan Ord and Dans knowledge of the Contact Centre world is second to none. This was great for us as we attended as a team to ensure that the training that we received was able to be applied across my entire management team and also allowed me to drive the right outcomes based on Dan, Marcus and Justins advice and guidance.The best thing about this is that this was not one of those courses that you attend and then nothing more is said or done with this. . . Dan/Justin offer their email address so if you come up with additional questions later that you want guidance on you can ask and they are more than willing to assist.Dan, Marcus and Justin thanks for facilitating this training and we will sure be intouch for other training courses that we would like to run through the CX Group.Bec Goss
Response from the owner: Wow, thanks Bec! It's been great to spend some time with the Digicall Assist team and it's been our pleasure in helping you to continue your focus on upping the game for your customers!
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!
Response from the owner: Thanks Marianne, was lovely to have your input and experience in the group. Dan is certainly very passionate about CX (and also with contact centres like you!) and I think you're spot on, the examples Daniel uses really does bring the course to life and make the learnings stick!
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.
Response from the owner: Thanks Rachael for your lovely review and for your input throughout the course. You're right, the combination of Daniel's training and learning from others is a great way to learn and build your network - you've now got some new CX friends from the UK, Malaysia, Germany, Budapest and the USA!
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.
Response from the owner: Thanks Eva for your review and recommendation! We are thrilled you enjoyed the class (even though the time zones made it a bit more challenging for you in Budapest) and we are here to help when you take the next step and sit for the CCXP exam 🙂
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.
Response from the owner: Thanks Rory, appreciate you taking the time to send us in a review!
Game-changing training and insight. Highly recommend CX Skills training program.
Response from the owner: Thanks so much Lee, your marketing insights also added a lot of value to the group and wish you all the best in implementing your new Quality program into the contact centre.
An absolutely fun and engaging learning session presented by Daniel. Would definitely recommend.
Response from the owner: Thanks Vanessa, so glad you could join us on the How to Design a QA program for contact centres and best of luck with the implementation!
Another great course put together by Justin presented by their partners at Omnitouch, Daniel and Marcus.The "How to Design a Quality Assurance Program for Contact Centres" was extremely fitting for our organisation as we transition to a new telephony system.The course was not one of those courses where they give you the answer and a few templates sending you on your way. Daniel and Marcus take you through why an appropriate framework should take into consideration the Organisations, Mission Statement, Values and Customer Service Charter.As the session was run via Zoom, it enabled and encouraged networking opportunities not only across Australia but also with International attendees. This was a fantastic benefit as it allowed us to draw on each others lived experiences.I really encourage you all to check out the courses and information that CX Skills has to offer as they are the best place to not only continue but to also start your learning and development!
Response from the owner: Thanks Adrian, really appreciate your detailed review. Having already completed our Contact Centre Management Fundamentals course a couple of months ago it was great to have you back for this course! The QA course is certainly one of our favourites as having the right framework in place really drives everything you do in your contact centre. And as you have pointed out, just handing out a scorecard and saying 'use this' rarely works. Defining what quality is to your business is the key, and then having the right frameworks in place to ensure you drive it delivers sustainable results so we look forward to hearing your progress as you implement your program!
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.
Response from the owner: Thanks Monica for the wonderful review. It's been a pleasure working with yourself, Todd and all of your wonderful staff in delivering our Managing Difficult Customers course to your entire team.
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!
Response from the owner: Thanks Chris for your great review and so pleased you enjoyed the Inbound Sales Professional course with Simon. And we agree, once you've learnt the structure it makes sales a much more effective and enjoyable process!
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.
Response from the owner: Thanks Nicole for your wonderful review! It was great to meet you on the course and I look forward to hearing about your future successes.
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.
Response from the owner: Thank you Badri. So great to hear you loved the Managing Difficult Customers course and that the learnings have helped you in both your work and personal life!
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.
Response from the owner: Thanks Sarsha, was great to meet you and the team and I wish you all the best on your customer experience and call centre journey!
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.
Response from the owner: Thanks Katherine, we loved having you on the course and thanks for sharing some of your interesting stories and examples!
Response from the owner: Thanks Linda, great to have you in our course!
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.
Response from the owner: Thanks Kaylee, it was a pleasure to spend some time with the team and I'm sure with that level of enthusiasm and passion your contact centre will be in good hands for the future!

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 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.
Price of Customer Journey Mapping training workshop

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. 

Do you have questions about this course?

Want to train your whole team or centre? Contact us on +61 3 9008 7287 between 8:30 am to 5:30 pm AEST/AEDT Monday to Friday or send us a message anytime >

Purchase tickets now to the upcoming Customer Journey Mapping Training Workshop:

Select your preferred date from the courses below – click to see the exact times and to secure your ticket.