Customer Experience
Customer Journey Design
Map the real customer journey, quantify the pain points, and design a better experience.
Practitioner2 days12 training hours6-20 participants
All training programmes are accredited by the Sharjah Private Education Authority.
Programme objectives
- Build personas grounded in data rather than impressions
- Map the journey from need awareness through to post-service
- Identify pain points and rank them by impact and effort
- Tie improvements to measurable satisfaction and happiness metrics
Detailed agenda
1
Day 1
Understanding and data
- Customer experience versus customer service
- Data sources: interviews, complaints, field observation
- Building personas
- Identifying touchpoints across channels
2
Day 2
Mapping and improving
- Journey-mapping workshop
- Adding the numbers: duration, drop-off, complaints
- Pain-point analysis and the priority matrix
- Measurement: CSAT, NPS and customer effort
Competencies developed
- Service design
- Customer empathy
- Data analysis
- Prioritisation
What participants take away
- A journey map template
- A persona-building template
- An impact-versus-effort matrix
- A company-issued certificate of attendance
Prerequisites
None.
How it is assessed
A complete journey map for one of your real services, with a prioritised improvement backlog.
Related programmes
Practitioner
Service Excellence & the Star Rating System
The Global Star Rating System criteria and hands-on preparation for the assessment visit.
3 days699 AEDFoundationComplaint Handling & Service Recovery
Turning a complaint from a burden into an improvement source, plus the skills to recover an angry customer.
2 days399 AEDAdvancedVoice of the Customer Analytics
Designing measurement instruments, analysing quantitative and text data, and turning both into improvement decisions.
3 days999 AED