About the Program
Teaches you the approaches and methods for seeing the big picture in user experience research from a broad perspective, without getting lost in small details.
The experience a customer has in any channel where they interact with a product shapes their perception of the brand as a whole, and customers make decisions based on that perception. By improving the different journey stages of the customer experience, it becomes possible to change this perception.
Knowledge and Skills You Will Gain
Over two full days, you will learn how to identify the factors that positively and negatively affect the user experience by answering questions such as how the customer heard about the brand, what they experienced and felt at each touchpoint, and how their perception of the brand changed afterwards.
Training Flow – Main Topics
- 01 Introduction to Customer Experience and the Customer Journey Map
- 02 Customer Journey Map Methodology
- 03 Preparing for the Map
- 04 Insight Research
- 05 Map It and Share It
- 06 Elements to Include in the Map
Who Should Attend?
This training is designed for the following roles and teams.
- Anyone who wants to learn about customer experience and customer journeys. Digital marketing professionals
- Customer relationship managers
- Small business owners and entrepreneurs
Tailored to Your Organization
Let’s plan this training for your team
We tailor the content to your organization’s maturity level and goals, and set the dates, duration and format together with you.