Customer Journey Mapping (CJM) Fundamentals

About This Course

Customer Experience (CX) in the digital era has changed with various technology and transforming customer experience by enhancing the end-to-end customer journey on both physical and digital touchpoints are essential.
CX is defined as the sum of all the interactions a customer has with a company/organisation over the course of their relationship. It is ever so important for any business to successfully attract, retain and grow the relationship with their valued customers. This training will provide you insights into the world of customer experience and using the tool of journey mapping to view and understand the customer experience of your business. Through the correct use of CJM, you will have a ‘big picture’ view of the customer experience and uncovering moments of both frustration and delight throughout a series of interactions.