By the end of the course, participants will be able to with full focus on Customer journey mapping certification:

• Designed to give the participants customer experience management key domains knowledge for building , managing and measuring Customer experience function from scratch.
• Foundations of Customer Experience Management
• Recognize and value of the Customer Centric Culture
• Learn how to plan, develop, and implement Voice of Customer (VOC) Program, with practical framework they can apply in their workplace.
• Discover and practice collaborative and as Individual the Customer Experience journey map design tools from awareness till advocate stage.
• How to measure the ROI “Retune on Investment” on Customer Experience initiatives, Key CX KPIs and linking it to financial numbers.

The course involves a variety of practical hand on experience , case study and exercises to develop the right knowledge and skills needed to become a successful Customer Experience Management professional using top Customer experience tool , the customer journey mapping.

Experience Design, Improvement, and Innovation

• Definition of Customer experience management CXM
• Importance of Customer Experience
• What is Customer Centricity
• Organization Experience Level today
• Customers as Assets
• CX Strategy Definition and its relationship with corporate strategy

Voice of the Customer VOC, Customer Insight, and Understanding

• Definition of VOC Program
• Why VoCis key on CX functions
• Close the loop of two Loops (Customer Loop & Company Loop )

Customer Journey Mapping

• Definition of Customer Journey Mapping tool
• Why we need Customer Journey Map
• GTM Go to market dynamics and Journey Mapping
• Business Case : Draw current and redesign journey map.
• Defining the PERSONA, Touchpoint, MOT “Moment of Truth “, and Journey stages.
• Persona Chart , segmentation and KYC difference.
• How to connect Persona chart to journey map.
• Pitfall to avoid and technology dependency to check.
• Journey Maps stages , As is Journey
• Injecting data from VOC “Voice of customer” and VOE “Voice of Employee and VOO “Voice of Operations”
• Pain points and gain points for each journey stages
• Redesign the experience using many tools , Future Journey
• Design Thinking, Empathy, TQM , Agile and PDC.
• Initiatives , improvement road maps and dashboard
• Definition ROI and ROE
• Operational KPI’s Vs CX KPI’s
• The link between financial metrics and CX KPI’s