Are You Struggling to Understand & Improve Your Customer’s Journey?
Most businesses fail to fully understand their customer journey, leading to frustration, missed touchpoints, and lost revenue. Without a clear journey map, customers face unnecessary friction, reducing satisfaction and loyalty.
Does This Sound Familiar?
❌ Customers dropping off at key stages with no clear reason?
❌ Disjointed customer experiences across marketing, sales, and service?
❌ Struggling to connect customer data into a seamless journey?
❌ Customer service bottlenecks leading to delays & frustration?
If these challenges resonate, this workshop is for you! We’ll guide you through mapping the entire customer journey, identifying pain points, opportunities, and strategies to enhance experience and drive growth.
📌 What You’ll Learn in This Workshop
✅ The Power of Customer Journey Mapping – Learn why journey mapping is essential for growth.
✅ Identifying Customer Touchpoints – Discover where and how customers interact with your brand.
✅ Mapping Pain Points & Opportunities – Recognise barriers to engagement and how to remove them.
✅ Aligning Internal Teams & Processes – Create a seamless journey across departments.
✅ Leveraging AI & Automation – Learn how data and automation optimise customer experience.
✅ Earn a Certification & Badge – Complete a short exam at the end of the workshop to receive an official certificate & LinkedIn badge.
✅ Access to Online Assessment – Reinforce key learnings with an online assessment on CX CRM Academy.
🎯 Who Should Attend?
👤 Marketing & CX Leaders – Improve customer retention with seamless experiences.
👤 Sales & Customer Support Teams – Enhance touchpoints for better engagement.
👤 CRM & Business Analysts – Identify and optimise key customer interactions.
👤 Product & Service Managers – Design customer-first solutions that boost satisfaction.
🗓️ Workshop Agenda
Session 1: Foundations of Customer Journey Mapping
- What is a customer journey, and why does it matter?
- Understanding different journey mapping models.
- Identifying key customer segments.
Session 2: Identifying Touchpoints & Pain Points
- Mapping the customer lifecycle from awareness to loyalty.
- Identifying touchpoints across marketing, sales, and service.
- Understanding emotional drivers in customer decision-making.
Session 3: Designing & Optimising the Journey
- Using data & analytics to refine journeys.
- Removing friction and optimising engagement.
- Leveraging automation & AI-driven recommendations.
Session 4: Hands-On Customer Journey Mapping
- Building a customer journey map for your organisation.
- Identifying quick wins and long-term improvements.
- Establishing an ongoing optimisation framework.
📌 Final Activity: Online Assessment & Certification
- Participants will complete an online assessment on CX CRM Academy.
- Successful participants will receive an official certification & LinkedIn badge showcasing their expertise.
🌟 Why This Workshop?
🎯 Led by CX & CRM Experts – Delivered by industry professionals with real-world experience.
🎯 Data-Driven & Practical – No fluff—just actionable strategies and case studies.
🎯 Instant ROI – Walk away with practical, ready-to-use journey maps.
🎯 Tailored to Your Business Needs – We customise the session to fit your industry and goals.
🎯 Accredited Certification & Digital Badge – Earn an official certificate and LinkedIn badge upon completing the final exam.
💰 Pricing & Custom Options
✅ Small Teams (Up to 5 Participants): $2,500 – $3,500 (1-Day Live Workshop)
✅ Medium Teams (6-15 Participants): $4,500 – $6,000
✅ Enterprise Custom Pricing (16+ Participants): $7,500+ (Includes tailored case studies & consultation)
Invest in your CX success – Companies that optimise their customer journey see up to 30-50% increase in customer satisfaction and retention.
📩 Book a Workshop – Master Customer Journey Mapping
📚 Case Studies: The Impact of Journey Mapping
Starbucks: Enhancing Customer Loyalty with Journey Maps
Starbucks improved customer experience by mapping their loyalty program journey. The result? A 20% increase in app usage and customer retention.
Airbnb: Improving the Host & Guest Experience
By refining their customer journey mapping, Airbnb reduced complaints and improved bookings, leading to a 35% increase in customer satisfaction.
Financial Services: Reducing Drop-offs in Onboarding
A financial institution identified major drop-off points in the loan application process. After optimising the journey, they saw a 25% boost in conversions.
❓ Frequently Asked Questions
Q: Will I receive a certification for completing this workshop?
A: Yes! You will receive an official certificate & LinkedIn badge upon successfully completing the final exam.
Q: How long is the workshop?
A: The duration varies based on agenda and needs. It can be half a day to three days, split into half-day sessions (3-4 hours) or structured to fit your team’s availability.
Q: Can the workshop be customised for our business?
A: Yes! We tailor the content based on your industry, audience, and goals.
Ready to Build Seamless Customer Journeys? 🚀
