3.5 out of 5
25 reviews on Udemy

Customer Experience Journey Mapping

Identify and map, the customer's journey (touch-points), to create great customer experiences.
Dr Osman Khan
76 students enrolled
English [Auto]
How to develop customer experience journey maps
Key components of journey maps
Using our template to develop your own journey map

Customer Experience is fast becoming the industry standard in marketing, and HR (employee experience). Many companies have set up departments within their organisations to focus on Customer Experience. Companies have even set up Director and VP level positions for Customer Experience. Unfortunately there aren’t too many people who have much knowledge on Customer Experience. Consequently the demand for people with customer experience knowledge (and certification) is very high.

I have been delivering customer experience workshops to clients all over the world for over a decade now. This includes from startups to Fortune 500 companies. 

The customer journey mapping course is a critical process in developing a great experience for your customer (the customers can be shoppers, employees, business partners, citizens, tourists, patients, etc).  Based on extensive research, we have developed a customer journey mapping toolkit.  This course will give you access to that toolkit, and teach you how to use the toolkit to develop your own journey maps. 

Customer journey maps will allow you to identify touch-points (or points of interaction), who owns these, how much control we have over these, and how to improve the customer’s experience.

This workshop is part of the larger Customer Experience Certification Workshop course, which helps you to learn Customer Experience in depth, and to prepare for the CCXP certification.  Some of the videos in the workshop are actually edited recordings from actual workshops that I’ve delivered (for over $500).  That means you will get the same value, as someone who attended the live version of the workshop.

What will you learn from this workshop:

  • Learn about customer journey mapping,

  • Develop a customer journey map (using our template)

  • Learn about touch-points

  • Identify key owners of touch-points

  • Learn which touch-points we have control over

  • Identify Critical Touch points

Who is this for:

  • Those who want to improve the customer’s experience with an organisation

  • Managers looking to improve customer satisfaction and loyalty

  • Anyone looking to improve their career within marketing and HR

  • People working in the customer services domain, looking to get advanced knowledge

  • Anyone interested in getting CCXP certification for career change / progression

  • Those who are interested in improving the business performance of their organisations

What’s on offer

  • Same value as a $500 workshop delivered in person

  • Customer Experience tools which you can use

  • Customer Journey Mapping toolkit (just download and use)

  • Taught by one of the pioneering experts within customer experience

  • Knowledge to get CCXP certification

  • Taught based on personal experience and the latest market research

  • Become an Alumni of the Institute of Customer Management (UK)

  • Certificate of completion from the Institute of Customer Management

Who teaches this

  • PhD in Marketing from one of the leading universities in the UK

  • MBA, with over 20 years of experience in customer services

  • London based consultant and trainer, who has worked all across the globe with all types and sizes of companies

  • Author of 3 books on customer experience

  • One of the leading customer experience and customer loyalty experts in the world

  • Former Director of an MBA programme at a leading London University

  • Former professor at leading universities in the world (including Harvard and Bradford)

  • Former VP of a leading consultancy company in London

Who this course is for:

  • Customer Engagement Managers / Directors

  • Business Owners & Entrepreneurs

  • Customer Service Managers / Directors

  • Customer Experience Managers / Directors

  • Head / Director of Customer Insights

  • Social Media Managers

  • Senior Marketing Managers / Directors

  • Chief Customer Officers

  • Vice President of Marketing

  • General Manager

  • Director of Business Development

  • Director of Operations

  • Directors / MDs / CEOs

  • Brand Managers

  • Senior Executives


Participant introductions
Introduction to Journey Mapping
Customer's buying journey: three key stages
Expected level of customer experience
Moments of truth / critical touch points
Owners of touch-points

Case studies and examples

Case study: Pre-sales journey (Electronics Sales Person)
Case study: Pre-sales journey (Apple)
Case study: During sales journey (Apple)
Case study: Post sales (Toshiba)
Examples of journey maps: Lego, LancĂ´me, Ikea, etc

Developing a journey map

Downloading and using the spreadsheet

There are two files here.  The .xlsx is the Microsoft Excel version of the file.  The .zip file is actually a Numbers of Mac file (which has been zipped).

Adding the pre-sales touch points in sheet 1
Adding additional items
Sales process touch-points in sheet 2
Inserting the after-sales touch-points in sheet 3
The Customer Experience Journey Map
Bonus: Customer Loyalty Interactions


Membership to global CX community
Review of key topics
Bonus Lecture

Here is the link to my full course on Customer Experience: https://www.udemy.com/course/ccxp-icm/?referralCode=B6D5CF4F12CE2B021451

To signup (for free) as an Alumni of the Institute of Customer Management, please fill out the application form here:  https://forms.gle/gC1QgJBfvd682CAC9

You can view and review the lecture materials indefinitely, like an on-demand channel.
Definitely! If you have an internet connection, courses on Udemy are available on any device at any time. If you don't have an internet connection, some instructors also let their students download course lectures. That's up to the instructor though, so make sure you get on their good side!
3.5 out of 5
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1 hours on-demand video
Full lifetime access
Access on mobile and TV
Certificate of Completion
Customer Experience Journey Mapping
$108.98 $79


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