CCMA - Introduction to Customer Journey Mapping - Interactive Online Workshop

Date: 12/11/2020

Venue: OnLine Workshop 10 a.m.

Customer experience is the sum of all interactions that a customer has over the duration of their relationship with a company or organisation. Through journey mapping, we develop an understanding of the cumulative experiences which a customer has across touchpoints and channels, which in turn leads to a whole new way of managing and improving the experience.

This online training, funded by Technology Ireland ICT Skillnet, developed and moderated by W5, will provide an Introduction to Customer Journey Mapping. It is aimed at individuals who are interested in using customer journey mapping as a tool to enhance customer experience but have not applied it in their organisations. It is also of interest to those with responsibility for driving continuous improvement and change.  Please note places are limited to one participant per company.

Participants will learn:

• When and how to use customer journey maps

• How to go about creating a customer journey map

• Some techniques that you can replicate in your organisation

• Templates and tools to take away

The interactive nature of the training will also provide participants with an opportunity to share ideas/experience within a moderated environment. 

It is a 2.5 hour online interactive workshop limited to 15 participants.

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