Description

In this course, organizations learn how to create customer journey maps to understand the customer experience thoroughly. Gain insights into identifying pain points and opportunities, setting up a successful journey mapping program, utilizing tools and techniques for execution, and testing understanding to take actionable steps.

What will you learn?

1. Explain the characteristics of a customer journey map.
2. Identify the group of people best suited to validate the findings of a customer journey map and to get additional input.
3. Summarize the importance of touchpoints when creating a customer journey map.
4. List the steps in the process of building a customer journey map.
5. Recognize examples of “moments of truth.