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Creating a Customer Journey Map

Corporate
Digital Skills

Business Management and Finance

Duration

10 a.m.

PRESENTATION

Currently, the customer-focused approach has become the leading reason for success of organizations. Improving the customer and user experience by optimizing the company’s touchpoints with them is a strategy that yields results in the form of a older percentage of customer acquisition, conversion, and retention. Training in Creating a Customer Journey Map It is absolutely essential to achieve this, and in this training session we will explain in detail how it is done and the necessary tools to develop it. This training, based on current content and, with the support of the best team of specialized instructors, will help you improve your performance in the field of User Experience.

Objectives

  • Discover the importance of the Customer Journey Map in improving the user experience.

  • Understanding what a [term] is and how it is made Customer Journey Map in accordance with the identified needs.

  • Set up all of the following step by step: Requirements, from setting goals to implementation.

  • Define the points of customer contact clearly, as well as the MOT and Pain Points.

Syllabus

TEACHING UNIT 1. CUSTOMER JOURNEY: THE CUSTOMER JOURNEY YOU NEED TO UNDERSTAND

  1. Customer Journey: Understand Your Customers' Motivations
  2. The customer journey: identifies the key moments of interaction between the user and the company
  3. Suggestions for improvement to encourage our customer to return
  4. Tools for Creating the Perfect Customer Journey
  5. Trends and Challenges in Creating a Customer Journey Map
  6. Introduction to the Buyer Persona: The Ideal Customer
  7. How to Create Your Buyer Persona

TEACHING UNIT 2. THE USER EXPERIENCE AS THE FOUNDATION OF YOUR STRATEGY

  1. UX/CX to Give Your Company a Competitive Edge
  2. CJM to optimize the user experience and your sales funnel
  3. What are the benefits of a Customer Journey Map?
  4. MOT and Pain Points
  5. Voice of the Customer (VOC) and Experience Redesign

TEACHING UNIT 3. CREATING A CUSTOMER JOURNEY MAP STEP BY STEP

  1. Define your purpose and goals with your CJM
  2. Gather information to assess your client's situation
  3. Define the different stages of your CJM
  4. Monitoring and Tracking Your CJM
  5. Key resources and tools for creating your map
  6. Examples of CJM
  7. Premium tool: Salesforce Journey Builder
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Are the Educa PHAROS courses eligible for credit?

Many courses can be credited toward the master's programs at Structuralia.
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Facts about our area

+ 1.483

Hours

+88.999

Minutes

264

Courses

Educa PHAROS is a next-generation training model that places a company’s human capital at the forefront. Through a platform that adapts to each company’s corporate identity and offers a total of more than 900 courses, it provides tailored training for each organization. The unlimited flat-rate plan provides each company with the number of courses that best suits its needs, as well as the ability to determine which employees will have access.
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