Mapping and Analyzing Customer Journeys

Everyone
  • 8 videos | 25m 53s
  • Includes Assessment
  • Earns a Badge
  • Certification CPE
Rating 4.9 of 19 users Rating 4.9 of 19 users (19)
In today's rapidly evolving digital landscape, understanding your customers' experiences is more crucial than ever. This course is designed to equip you with the essential skills to map and analyze the customer journey, helping you enhance customer experiences and drive meaningful digital transformation within your organization. In this course, you'll learn about the importance and benefits of customer journey mapping and the critical factors that influence customer satisfaction and loyalty. You'll also learn how to define clear objectives and assemble a cross-functional team to guide the journey-mapping process. You'll explore the steps to draft a comprehensive customer journey map and how to refine and validate the journey map. Finally, you'll discover how to prioritize actions based on the journey map and the importance of regularly updating your map to stay aligned with evolving customer behaviors and expectations.

WHAT YOU WILL LEARN

  • Discover the key concepts covered in this course
    Recognize the importance and benefits of customer journey mapping
    Identify how to establish a team to create a customer journey map
    Identify the steps to draft a customer journey map
  • Identify the steps to update and complete the customer journey map
    Identify factors that influence the prioritization of actions from a customer journey map
    Recognize how to avoid common mistakes in customer journey mapping
    Summarize the key concepts covered in this course

IN THIS COURSE

  • 2m 38s
    In today's rapidly evolving digital landscape, it's crucial to understand your customers' journey. In this video, you'll be introduced to the key concepts that will be covered in this course. FREE ACCESS
  • 3m 27s
    Customer journey mapping can help you enhance your customers' experiences and drive meaningful digital transformation within your organization. In this video, you'll learn about the importance and benefits of customer journey mapping, the significance of customer experiences in shaping customer perceptions and loyalty, and key factors influencing customer satisfaction. FREE ACCESS
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    3.  Establishing the Goal and the Team
    3m 22s
    Setting clear objectives and assembling the right team are critical steps in the customer journey mapping process. In this video, you'll learn about the importance of defining clear goals for your project, identifying key stakeholders, and establishing roles and responsibilities within a cross-functional team. FREE ACCESS
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    4.  Drafting a Customer Journey Map
    3m 34s
    Creating a detailed customer journey map requires a step-by-step approach. In this video, you'll learn about the steps to outline the stages of the customer journey, from awareness to post-purchase. You'll also learn how to document all customer touchpoints and incorporate customer thoughts, feelings, and actions at each stage. FREE ACCESS
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    5.  Completing the Customer Journey Map
    4m 7s
    Finalizing your customer journey map involves careful review and refinement. In this video, you'll learn about the steps to update and complete the journey map, review and refine it for completeness, and validate it with team members and stakeholders to gather valuable feedback. FREE ACCESS
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    6.  Prioritizing Actions from a Customer Journey Map
    3m 6s
    Turning insights from your customer journey map into actionable plans is essential for enhancing customer experiences. In this video, you'll learn about the factors that influence the prioritization of actions from a customer journey map. You'll also learn about the key pain points and opportunities for improvement and how to develop actionable strategies and rank actions based on impact and feasibility to prioritize implementation efforts. FREE ACCESS
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    7.  Avoiding Common Mistakes in Customer Journey Mapping
    3m 27s
    Avoiding common pitfalls can make your customer journey mapping efforts more effective. In this video, you'll learn about some common mistakes such as failing to validate assumptions and creating overly generic maps. You'll also learn about the importance of regularly updating your map to reflect changing customer behaviors and expectations, ensuring it remains a valuable tool for continuous improvement. FREE ACCESS
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    8.  Course Summary
    2m 11s
    In this video, you'll review and reflect on what you've learned in the course Exploring Customer Journey Mapping. FREE ACCESS

EARN A DIGITAL BADGE WHEN YOU COMPLETE THIS COURSE

Skillsoft is providing you the opportunity to earn a digital badge upon successful completion on some of our courses, which can be shared on any social network or business platform.

Digital badges are yours to keep, forever.

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