Customer Journey Mapping (11 Mar 2025) – Physical Workshop

In the current environment, many organisations are reviewing the journeys they take their customers on, seeing what works and what to change in order to service customers in the future. With customer expectations changing, organisations are also facing cost reductions and need for efficiencies. It is an ideal time to reflect on how the customer experience you provide meets these goals.

Our physical member-exclusive workshop is a great opportunity to not just learn but also to network and discuss in person with fellow professionals. Join us to experience face-to-face training with Alistair Lockhart-Smith, our Academy Learning and Development Consultant.

Our Customer Journey Mapping workshop will guide your people on effective ways of setting such journeys for your organisations. This session is ideal for those who have little or no experience of customer journey mapping or are about to introduce customer journey mapping.

At this in-person workshop you will cover:

• Definition of customer journey mapping and how it supports organisations
• The impact of customer insight on journey mapping
• Various journey types: operations, service, and complaints
• Core principles and techniques of customer journey mapping

You will also receive these practical tools:

• Workshop slides with key learnings
• A customer journey mapping template

We will define customer journey mapping and provide techniques for implementing your knowledge. The workshop runs in a small group of a maximum of 14 participants, which gives plenty of time for your questions. The in person format includes group work, information sharing, and learning from best practice and the latest insight. Our facilitator will present, review scenarios and provide you with examples.

Please note that this ticket is non-refundable or transferrable in terms of date. If for any reason you are not going to be able to attend, we will accept a replacement person, subject to your prior notification.