Customer Experience Training
How-To Map the Customer Experience Journey
1 Day Intensive Workshop: mapping the path-to-purchase and customer service journeys
‘Great feedback from my team members, thanks Alex.’
– Department of Education
My 1-day intensive training Workshops are ideal for cx professionals, marketing, sales, customer service, IT and analysts who are looking to develop their customer experience capabilities.
Using my ‘Learn-by-Doing’ technique we explore this mapping method to understanding customer behaviour: what customers are thinking, feeling and doing in their interactions with your organisation. You will learn how to identify your customers’ unmet needs; their frustrations, service gaps and how to identify new opportunities to increase customer value, brand advantage and growth.
‘Great hands on facilitation for participants’
– World Vision
Our focus for the day is mastering journey mapping from your customers’ purchasing through to their service journey. The session will help you develop your customer-centric skills and the confidence to apply your learnings back into your day-to-day work.
‘Very usable mapping process that I can take back into my workplace.’
– Healthshare NSW
By day’s end you will understand how to:
- Undertake customer interviews
- Synthesise findings
- Empathy map to create personas
- Map an end-to-end customer journey
- Tell your customers’ story
You’ll find my workshops deliver deep understanding, confidence and the skills to engage stakeholders across the business to turn your goals into customer-centric actions.
NEW WORKSHOP DATES COMING SOON!
Customer Experience Training Workshops for Corporate Teams
‘Super effective! A great introduction to customer journey mapping. I’m keen to do more.’
– EML Mutual
My Customer Experience Workshops are highly effective in developing your team’s capabilities in starting and delivering customer experience transformation.
The workshops build team knowledge, skills and confidence in developing customer experience management frameworks, tools and practices to help put the customer at the centre of your business’s problem solving and decision making.
Based on your business needs, I will partner with you to design a customised 1 to 2-day workshop to deliver an inspiring learning experience for your team.
Suggested Customer Experience Training Workshops:
Customer Empathy Mapping; Customer Experience Mapping; Customer Journey Mapping; Service Blueprinting; Design Thinking.
‘Really well set out – the most well organised training session I’ve ever attended.’WORKSHOP ENQUIRY
– Gallagher Insurance