Journey Mapping Your Customer Experience (CX) Design

This course is geared toward participants who want a step-by-step approach to journey mapping. It is designed for individuals with the ability to influence change across their organization and for those responsible for realizing results. Participants will learn from best-in-class examples and hands-on journey mapping exercises. Everyone will leave with actionable strategies to improve the customer experience.

Learning Experience

This is a multi-media format course and is fully interactive. It provides real-world practitioner-led learning. Active course participation is required and includes knowledge checks, activities, assessments, and resources/tools.

Who is this Course For?

    • Marketers in business-to-business or business-to-consumer companies who have the ability to impact the customer journey
    • Marketers responsible for the implementation of consumer insight strategies and wish to gain a greater understanding of the principles behind effective consumer experience

Learning Objectives

  1. Drive differentiation by understanding the attributes customers most value
  2. Get equipped with essential planning tools for journey mapping and learn how to address gaps and opportunities
  3. Understand the different touchpoints in the customer journey and how to cultivate ideas for both damaging gaps and our most promising opportunities
  4. Learn how to effectively evaluate our ideas and how to advance improvements to the customer experience

Find out what you will learn from instructor Stan Phelps in the video below.

Estimated Length of Completion

Approximately 110 minutes. This timing reflects the basic run time, but seat time varies by user and could be significantly longer.

Download the full benefits here

Registration Pricing

Client-Side Tier Platinum Tier Gold Tier Silver Tier Individual Nonmember
Registration
Registration Client-Side Tier $0 Platinum Tier $0 Gold Tier $49 Silver Tier $79 Individual $149 Nonmember $149

Instructors

trainer

Stan Phelps

Stan Phelps is the founder and chief measurement officer at 9 INCH, a consultancy that works with corporations to win the hearts of their customers and employees. Prior to founding 9 INCH, Stan held leadership positions at IMG, Adidas, PGA Worldwide Golf Exhibitions, and Synergy. At Synergy, he helped create brand experiences for leading brands such as KFC, M&M’s, and Starbucks. His work is focused on the value of customer experience as a competitive differentiator and the importance of employee engagement in building a strong corporate culture.

Stan is a member of the ANA Faculty and has been named by SAP as a Top 60 Customer Experience Influencer. He is the author of three books and a contributor to Forbes. Stan has a J.D./M.B.A. from Villanova University and a certificate for Achieving Breakthrough Service from Harvard Business School. He is a certified net promoter associate and has taught as an adjunct professor of marketing at NYU and Manhattanville College.