Customer experience programme
Mastering Customer Journey
See your organisation through the customer’s eyes, uncover the moments that matter and turn insight into a practical improvement plan.
Programme overview
Design experiences around what customers actually need.
Customer journeys cross teams, channels and processes. This programme gives participants a structured way to map that experience, identify friction and align improvement work around the moments with the greatest impact.
Through guided mapping, practical examples and group discussion, participants connect customer expectations with operational decisions and measurable service outcomes.
Learning outcomes
What participants will be able to do.
Build a clear end-to-end customer journey map.
Identify pain points, expectations and moments of truth.
Connect front-stage experience with internal processes.
Prioritise improvements using customer and business value.
Programme outline
Topics covered.
Customer journey foundations
Journey thinking, customer expectations, personas and the difference between touchpoints and complete experiences.
Mapping the current journey
Stages, goals, actions, channels, emotions and evidence across the customer lifecycle.
Pain points and moments of truth
Finding friction, service gaps, hand-off failures and the interactions that shape trust.
Service blueprint and ownership
Linking customer-facing moments to people, processes, systems and accountable owners.
Measurement and action planning
Selecting useful indicators, prioritising opportunities and creating a practical improvement roadmap.
Who should attend
Designed for customer-focused teams.
This programme is useful for professionals who influence customer experience, service delivery or cross-functional improvement.
Related programmes
Continue building customer-facing capability.
Explore complementary programmes in communication, planning and event delivery.
