Customer Journey Mapping

Your customers have changed. Have you? Learn how to create a structured visual representation describing what it’s like to be a customer in your organisation. This session will help you understand your current customer’s experience, consider and communicate areas that will lead to improved success.

$3,900 team of 6-10

 

Format

Live online program

Small interactive group session

Examples tailored to your sector

 

Time commitment

3 hours training

1 hour project work

THE TEAM will learn

  1. The key components of a customer journey map

  2. Understand pain points and delighters in the journey

  3. Use the journey map as an effective communication tool

Presenters

Dr Robert Dew, Program Designer

Robert is a leader in customer experience innovation, with over 15 years’ experience structuring companies for growth. He was a founder in over 40 businesses. Volvo, Nissan, BankWest, KLM Royal Dutch Airlines, Chandler Macleod, WorleyParsons, Janssen Pharmaceutical and Seek have brought Rob in to help them innovate. He is the author of ‘Customer Experience Innovation: How to get a lasting market edge’ and has taught in MBA programs at 8 universities across Europe, Asia and Australia.

Cyrus Allen, Managing Partner, Capfeather

Cyrus heads up the customer strategy and innovation consulting group, CapFeather. In his time with Strativity and CapFeather, he has run advisory projects with over 100 organisations across Australia and the Asia Pacific. Cyrus is a guest lecturer in CX at Melbourne Business School and brings a pragmatic, client-centred approach to improving business outcomes. Cyrus is a co-author on ‘Lean CX’, being published in 2021.

Sarah Daly, Director, Customer Experience Institute

Sarah has over 15 years experience growing and operating organisations in Australia, the United Kingdom, and the Philippines. She is an innovation, creativity and technology researcher, currently doing her PhD on trust and artificial intelligence. Her focus is on improving performance in organisations through better experiences.

"The course made me rethink what I knew. It challenged me to go deeper and discover more about my customer." — Elise Parups, Board Director and Consultant

"The mentoring helped me really apply the learning to my business." — Annabel Worthington, Customer Experience Manager, Wesley Mission Queensland

"Rob created a framework that helped us uncover what our clients really needed." — Grant Wallace, Director, Libertate Family Office

"Brilliant course, insightful and thought provoking." — Ashleigh Quilty, Claims Leader, RACQ