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Building a Customer Journey Map

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By Madison Hill

By Madison Hill

Branding and storytelling expert.

This course teaches participants how to map out the customer journey from initial contact to conversion. Participants will learn how to identify pain points, touchpoints, and opportunities to engage their audience at each stage.

Why It’s Worth It

Unlock real value — from fast results to long-term transformation.

Understand your customers better by mapping their journey, leading to improved services and offerings.

Identify pain points in the customer experience to address issues proactively and enhance satisfaction.

Transform data into actionable strategies that can drive engagement and boost conversion rates.

Your Learning Roadmap

See everything included in your journey — from quick wins to deep dives.

Introduction to Customer Journey Mapping

This module covers the basic concepts, importance, and foundational principles of customer journey mapping. Learners will understand what a customer journey map is, why it matters, and how it sets the stage for deeper analysis. Understanding the Concept The Value of Customer Journey Maps Core Frameworks & Terminology

Research and Data Collection

This module emphasizes the importance of robust research and data collection in journey mapping. Participants will learn different qualitative and quantitative techniques, and review case studies from leading resources to understand customer feedback and behavior. Methods for Customer Research Data Collection Techniques Analyzing Customer Feedback

Identifying Touchpoints and Pain Points

This module dives into the analysis of customer interactions, focusing on identifying key touchpoints and pain points throughout the customer journey. The content builds on research data to uncover where and why customers may experience friction or delight. Mapping Customer Touchpoints Recognizing Pain Points Tools for Analysis

Designing and Documenting the Journey Map

In this module, learners will transform data into a clear, documented journey map. The lessons cover best practices in visualization and design, drawing inspiration from frameworks highlighted in influential books such as Mapping Experiences. Visualizing Customer Journeys Using Design Tools and Frameworks Iterating and Refining

Implementing and Optimizing the Journey Map

The final module focuses on converting the documented journey map into actionable business strategies. Participants will learn how to implement changes based on the map, monitor performance, and continuously optimize the customer experience. Actionable Insights Implementing Changes Continuous Optimization

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What Users Are Saying

Feedback from people exploring the learning experience
This course opened my eyes to the importance of each touchpoint in the customer journey. I feel much more equipped to engage my customers effectively!
Amara Okafor
A well-structured course that walks you through the customer journey step by step. The only thing I wished for was more real-world case studies!
Liam O'Sullivan
I absolutely loved the interactive elements of the course! It's not just theoretical; I learned practical ways to identify pain points and opportunities with real examples.
Aisha Chen
Great insights into customer behavior! I found the mapping exercises particularly useful for understanding where my business can improve.
Raj Patel
Incredible course! Mapping out the journey has been a game changer for my marketing strategy. I can now see where we can enhance the customer experience.
Elena Russo
This course exceeded my expectations! I never realized how important each moment in the customer journey can be until I took this course.
Nia Mwangi

All You Need to Know

Explore quick answers to common questions about your learning experience

Start Mapping Today!

Enroll now to master the art of customer journey mapping and elevate your engagement strategies!

Chat-based learning for real-time queries and support.

Insightful examples to solidify your understanding.

Practical exercises to apply concepts immediately.

Flexible learning to suit your schedule.

Guidance on using digital tools for mapping.

Focus on actionable insights for business strategy.