Customer Journey Mapping Certification with EXCO
Customer Journey Maps are just one critical element in holistic CX strategy, design and execution; they illustrate the steps your customers navigate to engage with your company. CJM's are not a one-time project, but rather an ongoing CX element that fits into the day-to-day operations. Therefore, it is imperative for sustainability to have internal teams trained and certified to design, execute, and action customer journey maps. In the end, CJM embedded into the core of the organization allows for engrained customer journey thinking putting the customer at the heart of everything you do.
The Customer Journey Mapping Bootcamp is a virtual interactive, hands-on, course led by two expert facilitators. This course will take place in 5 short 2.5 hour sessions. Get ready to pull up your socks and walk your customer’s journey with best-in-class tools & methodology led by EXCO; The Customer Experience Company.
USD $950 per person. Group rates available for 5 or more.
LIMITED SPOTS AVAILABLE.
Start Date: Friday February 5th, 2021
End Date: Tuesday February 16th, 2021
Session Time: 9:30am - 12:30pm EST
Customer Experience Building Blocks
CJMs as an integral part of your CX programme
Key elements of CJMs
CJMs vs other internal maps
Introduction to design personas
Developing a design persona
Applying the right personas
Mapping the journey for your persona
Customer Journey Map Framework
Defining Persona Stages, Goals and Expectations
Breaking down the details of a successful CJM
Measuring success: Tying internal data to CJM's
Driving action and gathering insights
Setting up for success
Tools & Methodologies: hosting a CJM workshop
Going from CJM design to CJM thinking