Customer journey mapping and customer-centricity

With help of data and customer insights, customer journey mapping and management can help you understand your customers better, align your team and organisation, and thereby improve the customer experience, create stronger loyalty and a healthier business.

This is a 1 or 2 day training, which alternates theory with practice, where you will learn how you can practically work with customer experience, customer journey mapping and management.

We have divided the training into 2 days. First day we focus on insights and customer journey mapping, the second day we focus on customer journey management and improving your organizational customer experience capability.

One of the cornerstones of customer journey mapping is to understand and map the customer's experience with company and organisation over time. The work is often done cross-functionally with help of data and insights, and visualized as a customer journey map.

What you will learn

Key areas day 1 will address:

First day, we will focus on the the theory of service design and the practically work on creating a customer journey map.

  • The basics in customer experience and service design.

  • Understand how to go from data, customer interviews and insights to a customer journeys.

  • Knowledge and how you practically and strategically work with customer journey mapping.

Key areas that day 2 will address:

Second day, we will focus on customer journey management and key areas for building a more mature customer experience capability. This is where we focus on going from ad-hoc work, to a more mature model of of working with customer-centricity.

  • Knowledge how to create a foundation for customer journey management and a organizational insights repository.

  • Understand how you create a strategy and vision for increasing the customer-centricity in your organisation

The education is suitable for

We believe you work as a:

  • Organizational or business developer

  • Product manager or owner

  • UX or Product designer

  • Innovation or process leader

  • Strategist or Service Designer

  • Leader or Manager

When and where

We will be in centrally located premises in Stockholm. We will return when we know the number of registered participants.

Planned dates:

Spring: get in touch

Fall: get in touch

Pricing

This is a one or two day training, and you can choose what days you want attend.

1 day: 7.500:- exkl tax

2 days: 14.000:- exkl tax

The Fine Print!

The spots are limited to 12 people. To ensure high quality and as personal as possible, you need to apply for a spot.

Lunch is included, and there will be fika.

All materials will be in Swedish or English, but we will speak Swedish.

Get in touch if you want to send more people from your organization, or if you would like to run this course internally.

You can cancel your participation up to 3 weeks before the course starts at no cost, after which you will pay the full price. Your ticket can be transferred to another person. An invoice will be sent in connection with the course starting. We can cancel or move the course if there are not enough sign-ups.