Advanced Customer Journey Mapping Online Course
with Alex Allwood

What is Customer Journey Mapping?

A customer’s experience represents the total of their physical, digital, human and non-human interactions with an organisation, including events in pre-purchase, usage and post-purchase stages.

Mapping the customer journey is the process of listening to understand the customer’s perspective, synthesising this data to understand its meaning, visualising what customers are thinking, feeling and doing during their interactions, and using storytelling to communicate the customer’s experience.

Journey maps provide the evidence of the experience; the big picture. The map provides a visual of customers’ goals, unmet needs, painpoints and service gaps across each stage and step of their journey or relationship; helping everyone in the organisation understand what its like to be a customer.

Customer journey maps are used to visualise complex customer data, provide meaning and understanding, communicate CX intelligence, aid in the prioritisation of investment and resources and facilitation of a culture of customer centricity.
 

This Online Course is Ideal for

Advanced Customer Journey Mapping is ideal for individuals and teams wanting to up skill, develop customer-centric capabilities and embed new CX skill sets into their businesses. Good skill fit for customer experience leaders and managers, marketers, designers, sales executives, customer service and operational officers.

Online Collaboration

This 100% online CX course incorporates peer-to-peer participation, collaboration and social learning. Through multi-media learning, weekly live tutorials, peer role play and social forums we’ll be working together; discussing wider CX concepts, sharing opinions and focusing on the difficult aspects of mapping the customers journey.

Learn-by-Doing Method

Advanced Customer Journey Mapping blends my signature Learn-by-Doing method with customer-centric practices. You’ll be immersed in real world-customer experience problems, use hands-on activities, learn how to build a customer journey framework and apply this to solve CX problems and drive change.  

Self-Paced Learning Online

Advanced Customer Journey Mapping online course, is on mobile, on tablet, on desktop – study wherever you are, whenever you want and learn at your own pace. Using a state-of-art mobile app for both iPhone or Android – this online course delivers the flexibility to suit your lifestyle.
 

Pledging 1% of profits
to global charities and causes

 

For Individuals

Advanced Customer Journey Mapping Online Course with Alex Allwood
Complete in 3 days or 5 half days
OR over 6 weeks 2 hrs per week
Customer-centric approach
100% online and self-paced
Signature Learn-by-Doing method
Peer collaboration and social learning
Real-world CX problems & case studies
Weekly ‘live’ online tutorials
CX template downloads

Professional development hours 20
Access to the course for 6 months
Author signed book, ‘Customer Empathy’
Advanced certification
 

START LEARNING TODAY
$1490 per student

(Course fees may vary based on currency conversion and taxes.)

ENROL NOW ➤

For Teams

Advanced Customer Journey Mapping Online Course with Alex Allwood
Complete in 3 days or 5 half days
OR over 6 weeks 2 hrs per week
Customer-centric approach
100% online and self-paced
Signature Learn-by-Doing method
Peer collaboration and social learning
Real-world CX problems & case studies
Weekly ‘live’ online tutorials
CX template downloads
Professional development hours 20
2 private team workshops
Access to the course for 6 months
Author signed book, ‘Customer Empathy’
Advanced certification

START LEARNING TODAY
Team of 5 or more $1290 per student

(Course fees may vary based on currency conversion and taxes.)

ENROL NOW ➤
 

Advanced Customer Journey Mapping
Complete in 3 days or 5 half-days or over 6 weeks

Module 1
Getting
started

Online Micro-Lecture
Best Practice how-to’s paper
Learn-by-Doing assignment
Live Tutorial and Q&A

Module 2
Customer journey mapping fundamentals

Online Micro-Lecture
Demo a ‘real’ journey map
Learn-by-Doing in-lesson exercise
Live Tutorial and Q&A

Module 3
Which customers and what journeys

Online Micro-Lecture
Mapping canvases
Learn-by-Doing in-lesson exercise
Live Tutorial and Q&A

Module 4
Writing the customer discussion guide

Online Micro-Lecture
Best Practice how-to’s paper
Learn-by-Doing assignment
Live Tutorial and Q&A

Module 5
Listening with customer empathy

Online Micro-Lecture
Best Practice how-to’s paper
Learn-by-Doing role play session
Live Tutorial and Q&A

Module 6
Research analysis and journey insights

Online Micro-Lecture
Demonstration video
Learn-by-Doing in-lession exercise
Live Tutorial and Q&A

Module 7
Mapping the journey framework

Online Micro-Lecture
Map using a Journey Mapping Tool
Learn-by-Doing in-lession exercise
Live Tutorial and Q&A

Module 8
Driving change with the customer’s story

Online Micro-Lecture
Best Practice case study
Live Tutorial and Q&A
Recieve your Advanced Customer Journey Mapping certificate

Module 1
Getting started

Online Micro-Lecture
Best Practice how-to’s paper
Learn-by-Doing assignment
Live Tutorial and Q&A

Module 2
Customer journey mapping fundamentals

Online Micro-Lecture
Demo a ‘real’ journey map
Learn-by-Doing in-lesson exercise
Live Tutorial and Q&A

Module 3
Which customers and what journeys

Online Micro-Lecture
Mapping canvases
Learn-by-Doing in-lesson exercise
Live Tutorial and Q&A

Module 4
Writing the customer discussion guide

Online Micro-Lecture
Best Practice how-to’s paper
Learn-by-Doing assignment
Live Tutorial and Q&A

Module 5
Listening with customer empathy

Online Micro-Lecture
Best Practice how-to’s paper
Learn-by-Doing role play session
Live Tutorial and Q&A

Module 6
Research analysis and journey insights

Online Micro-Lecture
Demonstration video
Learn-by-Doing in-lession exercise
Live Tutorial and Q&A

Module 7
Mapping the journey framework

Online Micro-Lecture
Map using a Journey Mapping Tool
Learn-by-Doing in-lession exercise
Live Tutorial and Q&A

Module 8
Driving change with the customer’s story

Online Micro-Lecture
Best Practice case study
Live Tutorial and Q&A
Recieve your Advanced Customer Journey Mapping certificate

Advanced Customer Journey Mapping Online Course
with Alex Allwood

What People Are Saying

Great feedback from my team members, thanks Alex.
NSW Department of Education

Great hands on facilitation for participants.
World Vision

Very usable mapping process that I can take back into my workplace.
Healthshare NSW

Lots of practical frameworks and CX methodology we can apply back at work.
LiveHire

Knowledgeable, experienced with new CX concepts.
Fuji Xerox

Professional, incisive and authoritative CX expert.
Department Justice and Community Safety

Interactive & very engaging.
Salvation Army

Alex’s practical and hands-on exercises were particularly helpful in understanding the journey mapping process.
Allens Law Firm

Articulate, clear & directive – keeps you on track.
Rabobank Australia

Absolutely amazing, Alex is one of the best facilitators I have ever learned from.
Salvation Army

Alex is great at keeping up the group energy, involvement and participation.
Ansell 

Very interactive and engaging experience and great participation.
Sportsbet

Loved the interaction & the group involvement.
Australian Red Cross

Very good. Alex’s process is very effective.
LaTrobe University

Pledging 1% of profits
to global charities and causes