Customer Experience Journey Mapping

Do you or your team have the necessary skills to understand the customer experience and convert this to requirements and change efforts within your business? Join us and learn the core skills needed to map your customer journey and identify the areas required for change. This is arguably one of our most powerful change workshops!

Being able to authentically evaluate your organisation through the eyes of your customers will allow you to fully appreciate the service you offer to the public. With a new perspective, you will be guided through a series of design techniques to help you to identify areas of improvement and create aligned solutions.

This dynamic workshop will take you through a seven-step process to re-orientate yourself and your teams towards full customer centricity. You’ll discover areas you may not have been aware of and then create plans to delight your customers through better processes, systems and engagement. A session not to be missed if you’re looking to better understand how you can put the customer at the heart of every decision.

84% of Australian organisations are now working to improve their customer experience to increase revenue.

Course Content

Fast Facts

  • When to use a customer journey in your business
  • Learn the seven steps required to create journey maps
  • How to create and use a personas in your business
  • Identifying customer touch points
  • Understanding empathy based design
  • Prioritising the items for customer driven change
  • How to use human centred design to recreate your customer journey
  • One day highly interactive workshop
  • Instructor led by one of our dynamic accredited MCBI facilitators
  • 8 hours of professional development
  • Certificate of Achievement issued
  • Full catering
  • Small class sizes

‘One of the most powerful workshops our team has done. Not only did we better understand the way to map a customer experience, we were able to practically plan to improve processes in a unified manner. Thank you. Great session and enjoyed every minute’ 


Adelaide Superannuation Company – 2019.
Bespoke Course run for 42 people

5 reasons why this workshop is for you

  1. You have a digital transformation underway and you need a way to unite the whole business
  2. You’d like to examine your internal staff experience and find ways to enhance turnover and engagement
  3. 67% of consumers and 74% of business buyers say they’ll pay more for a great experience and you’d like to learn how to do this
  4. Organisations that lead in CX outperformed laggards on the S&P 500 index by nearly 80% and you want some of the action!
  5. Loyal customers are seven times as likely to test an offering, five times as likely to buy again and four times as likely to refer and it seems like a great way to build the business

By 2020, more than 40 percent of all data analytics projects will relate to an aspect of customer experience. Gartner

Have 6 or more people?


Enquire about having an in-house session to improve your skills and commitment to delivering a great customer experiences

Contact us to learn more