Customer Journey Design & Improvement
A practical professional programme focused on customer journey design & improvement, designed to strengthen commercial capability, customer value and market performance.
- Type
- Specialist
- Level
- Advanced
- Duration
- 5 days
- Delivery
- In person, Live online, In-house
- Languages
- English, Arabic
Customer Journey Design & Improvement develops the capability to map, analyse and redesign customer journeys across multiple interactions and organisational functions.
The programme examines journey stages, customer goals, touchpoints, emotions, pain points, hand-offs, service failures, root causes and experience redesign.
Participants learn how journey mapping can reveal cross-functional problems that are difficult to identify when each department considers only its own individual processes.
Objectives
Understand the principles of customer-journey mapping.
Map customer goals, interactions and experience across journey stages.
Identify pain points, hand-off failures and experience gaps.
Analyse the root causes behind poor journey performance.
Design practical customer-journey improvements.
Learning outcomes
Develop a structured customer-journey map.
Identify important moments, touchpoints and customer expectations.
Analyse pain points and cross-functional failures.
Prioritise improvement opportunities.
Design an improved future-state customer journey.
Who it is for
Customer-experience professionals.
Service-design professionals.
Marketing and customer-service professionals.
Process-improvement professionals.
Managers responsible for end-to-end customer journeys.
Programme modules
1. Customer Journey Foundations
Journey perspective
Customer goals
Journey stages
End-to-end experience
2. Journey Mapping
Touchpoints
Channels
Customer actions
Employee and system interactions
3. Customer Experience Across the Journey
Expectations
Emotions
Moments that matter
Experience consistency
4. Pain Points and Failure Analysis
Customer friction
Process hand-offs
Service failures
Root causes
5. Journey Improvement Design
Improvement opportunities
Prioritisation
Future-state design
Cross-functional actions
6. Measuring Journey Performance
Journey indicators
Customer outcomes
Operational measures
Continuous journey improvement
Methodology
The programme uses journey-mapping workshops, customer scenarios, process analysis and redesign exercises. Participants create current-state and future-state journeys and develop improvement priorities.
Assessment
Assessment includes customer-journey mapping exercises and a final applied task requiring participants to diagnose and redesign a defined customer journey.
Certificate
Certificate of Completion
For your organisation
This programme can be delivered for a single organisation, team or institution, and adapted to your context, participants and objectives.
Organisational delivery is scoped and priced individually, and is not booked from this page.
Upcoming sessions
No dates are scheduled at present.
Institutional needs addressed
Related expertise
Related capabilities
Training & Professional Development
Structured professional learning that develops practical, role-relevant knowledge and capability.