Customer Journey
Understand the customer experience from first contact to ongoing relationship, and identify where improved experiences can improve outcomes.
Customers rarely experience an organisation as a series of separate departments, systems or processes. They experience one journey.
This practical workshop helps participants step into the customer’s perspective, map the key stages and touchpoints of that journey and identify the moments that most influence satisfaction, trust, conversion and loyalty.
Best for
Senior leaders, COO’s, customer service, sales, operations, marketing and team leaders who want to better understand the customer experience and identify practical opportunities for improvement.
Participants will learn to
- Understand the key stages of a customer journey
- Identify important customer needs, expectations and decision points
- Map customer interactions across different teams, channels and touchpoints
- Recognise friction points that can create confusion, delay or dissatisfaction
- Identify moments that build or reduce customer trust
- Explore where customers may disengage or abandon the journey
- Connect customer experience with operational processes and employee behaviour
- Identify practical improvements that can strengthen the overall customer experience
Business impact
A strong customer journey helps organisations understand not only what customers do, but what influences their decisions along the way.
By identifying gaps, friction and critical moments across the customer experience, teams can make more informed decisions about service, sales, communication and internal processes.
The result can be a smoother customer experience, stronger relationships and better commercial outcomes.
Delivery
Available as a facilitated workplace workshop for teams and organisations.
The workshop can be tailored around your organisation’s actual customer journey, allowing participants to work with real customer interactions, processes and challenges.