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6th & 7th March 2024

Mastering Customer Journey Mapping: Enhancing Customer Experiences

RM1,800.00 RM2,100.00

Mastering Customer Journey Mapping: Enhancing Customer Experiences is a comprehensive course designed to equip professionals with the skills and knowledge needed to create, analyze, and optimize customer journey maps. In today’s competitive business landscape, understanding and improving the customer experience is essential. This course will empower participants to map, evaluate, and enhance customer journeys, ultimately driving customer satisfaction and business success.
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    Duration : 14 Hours

    Trainer : Mr. Kanniah Jogulu

    Location : Suasana Suites Hotel Johor Bahru

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Description

Course Objectives

By the end of this training program, participants will be able to:

  1. Understand the significance of customer journey mapping in modern business strategies.
  2. Develop the skills to create detailed and insightful customer journey maps.
  3. Analyse customer journeys to identify pain points and opportunities for improvement.
  4. Implement strategies to enhance customer experiences and drive loyalty.
  5. Use data and feedback to continuously optimize customer journeys.
  6. Apply customer journey mapping techniques to real-world business scenarios.

 

Learning Outcomes:

Upon completing this training, participants will be able to:

  1. Create comprehensive customer journey maps that capture the entire customer experience.
  2. Analyse journey maps to identify touchpoints, pain points, and areas for improvement.
  3. Implement strategies to enhance customer interactions at key touchpoints.
  4. Use customer feedback and data to make data-driven improvements to customer journeys.
  5. Apply customer journey mapping principles to various industries and business contexts.
  6. Leverage customer journey mapping as a strategic tool for improving customer satisfaction and loyalty.

 

Methodology:

  • Pre- Assessment
  • Interactive lectures and presentations
  • Hands-on workshops
  • Case studies
  • Group discussions
  • Feedback and reflections
  • Post – Assessment

 

Target Audiences:

  • Business Owners
  • Customer Experience Managers
  • Marketing Managers
  • Product Managers
  • Sales Managers
  • Customer service and support team
  • Other related positions
Additional information
Date

6th & 7th March 2024
Fee

Individual, Group (>2)
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Course Outline

Module 1: Introduction to Customer Journey Mapping

  • Significance of Journey Mapping: Learn its importance in improving customer satisfaction.
  • Key Concepts: Understand essential customer experience terminology.
  • Customer-centric mind-set: Shift towards thinking from the customer’s perspective.

 

Module 2: Creating Comprehensive Journey Maps

  • Gathering Customer Data: Collect insights from various sources.
  • Mapping Techniques: Create detailed customer journey maps.
  • Personas and Empathy Mapping: Develop customer personas and empathy maps.

 

Module 3: Analysing Customer Journeys

  • Identify Touchpoints: Spot key customer interaction points.
  • Pain Points: Recognize areas causing dissatisfaction.
  • Opportunities: Find chances to enhance the customer experience.

 

Module 4: Enhancing Customer Interactions

  • Touchpoint Strategies: Improve critical interactions.
  • Customer-Centric Design: Align processes with the desired journey.
  • Implementing Changes: Make organizational adjustments based on insights.

 

Module 5: Continuous Optimization

  • Gather Customer Feedback: Collect and analyse feedback.
  • Data-Driven Decisions: Use data for continuous improvements.
  • Agile Adaptations: Quickly adjust to changing needs.

 

Module 6: Applying Customer Journey Mapping

  • Industry Applications: Explore its use in various sectors.
  • Case Studies: Analyse real-world success stories.
  • Practical Implementation: Apply techniques in your organization.
Trainer Profile

Mr. Kanniah Jogulu
MBA, M. Edu
Principal Consultant,
HRDC Trainer

J. Kannan, also known as Mr. Kanniah Jogulu, is a highly experienced speaker, trainer, and coach specializing in organizational strategic management. He earned an MBA and an M.Ed. from Universiti Teknologi Malaysia (UTM). Throughout his career, Mr. Kannan has excelled in delivering diverse training programs, focusing on strategic thinking, leadership transformation, problem-solving, public speaking, and more, serving a wide array of industries, including hospitality, sales, manufacturing, and government services.
He also offers expert consulting services that lead to significant culture change and the implementation of performance improvement systems, utilizing cutting-edge cloud-based balanced scorecard KRA/KPI tracking. Mr. Kannan’s academic achievements are complemented by his status as an HRD Corp Accredited trainer, underscoring his professional and academic qualifications.

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