Personal Skills

Training Course: Certificate in Customer Journey


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PS235411

12 - 16 May 2025

London (UK)

Hotel : Landmark Office Space - Oxford Street

Cost : 5250 € Euro

Introduction

The Certificate in Customer Journey Training Program is a meticulously designed course aimed at providing participants with a deep and practical understanding of the customer journey. As businesses increasingly recognize the importance of customer experience (CX) in driving growth and loyalty, this program addresses the critical need to map, analyze, and enhance every interaction customers have with a brand.

Throughout this comprehensive five-day course, participants will engage with key concepts and hands-on exercises that illuminate the customer's path from initial awareness to post-purchase advocacy. By examining real-world examples and employing industry best practices, attendees will learn to identify touchpoints, create detailed customer personas, and implement strategies that not only meet but exceed customer expectations.

This program is not just about learning the theory; it’s about applying it. Each day is structured to build upon the previous day's knowledge, ensuring a cohesive and cumulative learning experience. Participants will leave equipped with the tools and insights necessary to foster customer loyalty, enhance satisfaction, and ultimately drive business success.

Target Audience

This program is ideal for:

  • Customer Experience (CX) professionals

  • Marketing managers and strategists

  • Sales and business development professionals

  • Product managers

  • Business analysts

  • Entrepreneurs and business owners

  • Customer service managers

  • Anyone interested in understanding and improving the customer journey

Objectives

Upon completion of this program, participants will be able to:

  1. Understand the concept and importance of the customer journey.

  2. Identify and analyze various touchpoints within the customer journey.

  3. Develop customer personas and map customer journeys.

  4. Implement strategies to optimize the customer experience.

  5. Measure and improve the effectiveness of customer journey initiatives.

 

Outlines

Day 1:

 Introduction to Customer Journey

Understanding the  Customer Journey

  1. Welcome and Program Overview

    • Introduction to the course

    • Objectives and expectations

    • Icebreaker activity

  2. Concept of  Customer Journey 

    • Definition and significance

    • Key elements of a customer journey

  3. Customer  Journey Stages

    • Awareness

    • Consideration

    • Decision

    • Retention

    • Advocacy

  4. Interactive  Case Study

    • Analysis of a real-world customer journey

    • Group discussion

  5. Q&A and Wrap-Up

Day 2:

 Mapping the Customer Journey

Creating Customer Journey Maps

  1. Developing Customer Personas

Importance of personas

  • How to create detailed personas

  1. Journey Mapping Techniques 

    • Tools and methodologies

    • Step-by-step process

  2. Practical Workshop: Creating a Customer Journey Map

    • Hands-on activity in small groups

  3. Presentation  and Feedback

    • Group presentations

    • Instructor and peer feedback

Day 3:

Analyzing Customer Touchpoints

Identifying and Evaluating Touchpoints

  1. Customer Touchpoints Overview

Types of touchpoints (physical, digital, etc.)

  • Importance in the customer journey

  1. Touchpoint  Analysis Techniques

    • Evaluating touchpoint effectiveness

    • Identifying pain points and opportunities

  2. Interactive Case Study: Touchpoint Analysis 

    • Group analysis of a selected company’s touchpoints

  3. Q&A and  Wrap-Up 

Day 4:

Optimizing the Customer Experience

 Strategies for Enhancing the Customer Journey

  1. Customer Experience Strategies 

Best practices  and innovative approaches

  • Personalization and customer engagement

  1. Implementing Changes to the Journey 

    • Practical steps for optimization

    • Change management

  2. Practical  Workshop: Developing an Optimization Plan

    • Group activity to create a plan for journey improvement

  3. Presentation and Feedback

    • Group presentations

    • Instructor and peer feedback

Day 5:

Measuring and Improving Customer Journeys

Metrics and Continuous Improvement

  1. Key Metrics for Customer Journeys

KPIs and performance indicators

  • Tools for measurement

Continuous Improvement Practices

  • Techniques for ongoing optimization

  • Customer feedback loops

  1. Practical Workshop: Creating a Measurement Framework

    • Hands-on activity to develop a framework for measuring customer journey success

  2. Final Presentations and Program Wrap-Up

    • Group presentations of their measurement frameworks

    • Summary of key learnings

    • Q&A and final feedback

    • Certificate distribution

Personal Skills

Training Course: Certificate in Customer Journey


Register Now
Quick Inquiry
Discount Group Download Brochure (36)

PS235411

12 - 16 May 2025

London (UK) - Landmark Office Space - Oxford Street

Hotel : Landmark Office Space - Oxford Street

Cost: 5250 € Euro


  About London

The UK capital of London is a city that combines the old and the new. It is as equally famous for the latest fashion and innovation as it is for its impressive heritage. London's attractions range from the Royal Palace to the DIY atmosphere of its markets. It is also a picturesque city of parks and of course, the majestic Thames River. The city extends for miles beyond its ancient core and each neighborhood has its own charming atmosphere for visitors to explore. London also wears its status as a world city proudly and the influence of different cultures is plain to see in the food and fashion of the capital.


  Things to do and places to visit in London

With so many attractions in London, anyone can find something to delight them. Art lovers will enjoy the world-renowned museums and galleries, most of which are free. Sports fans are spoilt for choice by the city's array of football clubs. Theatre and music fans have a vast list of venues to visit, whilst shopaholics have Harrods, Oxford Street, Camden and much more to look forward to after arranging flights to London.

Some unmissable London attractions include:

  • Seeing priceless masterpieces in the Tate Britain or the National Gallery.
  • Watching the changing of the guard at Buckingham Palace.
  • Visiting Trafalgar Square's famous monument.
  • Marveling at the Crown Jewels in the Tower of London.
  • Getting a bird's eye view of the city from the London Eye.
  • Tasting one of Brick Lane's famous curries.
  • Browsing the exclusive shops of Knightsbridge.
  • Visiting a market – Spitalfields for antiques, Camden for clothes or Borough Market for street food.
  • Admiring design from around the world in the Victoria and Albert Museum.
  • Looking for clues at the home of fiction's most famous detective, Sherlock Holmes.
  • Strolling through one of the lovely parks, including Hyde Park, St James' Park or Kew Gardens.
  • Eating Britain's most famous dish, fish and chips.
  • Watching the street performers in Covent Garden.
  • Enjoying the views at a South Bank cafe.
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