Customer Journey Mapping

Want to understand your customers better and ensure you’re collecting the right feedback at the right time? By mastering this process, you’ll be equipped to pinpoint customer pain points, refine their experience, and drive measurable improvements in satisfaction and retention.

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Who is this course for?

This free training is for professionals eager to enhance customer experience strategies by building a feedback architecture that works. Whether starting fresh or refining an established system, this course provides practical, actionable insights tailored to your needs.

  • CX, Insights, and Product Teams looking to uncover hidden feedback opportunities and improve decision-making

  • Business Leaders aiming to prioritize data-driven improvements for retention, loyalty, and revenue growth

  • Customer-Centric Professionals ready to streamline their feedback collection and close knowledge gaps.

What you'll learn

  • Mapping Customer Journeys

    Learn how to create clear, customer-focused maps of key interactions, from purchase flows to support journeys.

  • Identifying Feedback Gaps

    Discover how to evaluate your current feedback processes and spot areas where valuable insights are missing.

  • Conducting Touchpoint Gap Analysis

    Get hands-on with analyzing gaps and prioritizing actions to improve your understanding of the customer experience.

  • Feedback Collection Best Practices

    Master the design of unbiased, actionable surveys and implement them at critical touchpoints.

  • Building Customer-Centric Systems

    Learn to align teams around actionable customer insights for improved cross-functional collaboration.

  • Maximizing Insights

    Create a dynamic journey map that continuously evolves, providing a real-time view of customer feedback and enabling better business decisions.

Course curriculum

    1. Introduction to Customer Journey Mapping

    1. Mapping the journeys

    2. Overlaying your existing feedback touchpoints

    3. Identifying the gaps

    4. Closing the gaps

    5. How to get the maximum value from the exercise

    1. Customer Journey Mapping Quiz
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About this course

  • Free
  • 7 lessons
  • 0.5 hours of video content

Featuring

Danielle Mitchell
Danielle Mitchell
Experience Led Growth Consultant
Dave Ascott
Dave Ascott
Strategy Lead