Training

An Introduction to Customer Journey Mapping (CJM)

Objective of the session

To provide attendees with an introduction to the CJM discipline and the key ingredients of a best practice approach.

Suitable for

Client-side executives with an interest in / remit for customer journey mapping.

Attendees will learn

• 1 The fundamentals of the CJM discipline.
• 2 The key principles of a best practice approach.
• 3 The tools required to successfully implement CJM within a business.
• 4 The process and key components of typical CJM projects – focused around ‘as is’ and ‘redesign’ of journeys.

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