Customer Experience Innovation Through Journey Mapping
About This Course
Learners will gain the skills to map and enhance online customer journeys using structured frameworks that align digital touchpoints with user expectations. The course builds competencies in digital journey mapping, customer segmentation, online behaviour analysis, and experience improvement planning—enabling learners to deliver more seamless and engaging online interactions.
This course is especially relevant for professionals in e-commerce, digital marketing, and customer-facing roles where online satisfaction and retention are key to business success. As digital customer experience becomes a core differentiator, learners will acquire practical tools to identify friction points, optimise digital service flows, and implement changes that improve user engagement and conversion outcomes.
Designed for beginner to intermediate learners, the course supports career growth in areas such as digital customer experience design, online service operations, customer success, and digital channel strategy.
What You'll Learn
Learners will learn how to analyse different customer segments and match their expectations with product or service value, enabling more tailored and effective experiences.
Learners will identify weaknesses or missed opportunities in the customer journey and assess how these issues affect satisfaction, engagement, and loyalty.
Learners will develop and plan actionable steps to roll out customer experience enhancements, ensuring improvements are relevant, customer-focused, and aligned with business objectives.
Entry Requirements
Age: 18 years old and above
Minimum Education: PSLE
Minimum PSLE English Language Score of C (pre-2021 system) or AL6 9post 2021 system)
Working experience: No minimum working experience
Be able to speak, listen and read English at a proficiency level not lower than the Employability Skills Workforce Skills Qualification (ES WSQ) Workplace literacy (WPL) Level 3