At present, the customer-centred approach has become the leading reason for success of organisations. Improving the customer and user experience by optimising the company’s points of contact with them is a strategy that translates into older percentage of customer acquisition, conversion and retention. Training in Creating a Customer Journey Map It is absolutely essential to achieve this, and in this training session we will explain in detail how it is done and the tools required to develop it. This training, based on current content and, backed by the best team of specialist lecturers, will help you improve your performance in the field of User Experience.
Corporate
Corporate
10 a.m.
Creating a Customer Journey Map
Corporate
10 a.m.
Introduction
Objectives
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Discover the importance of the Customer Journey Map in improving the user experience.
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Understanding what a [term] is and how it is produced Customer Journey Map in line with the identified needs.
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Set out, step by step, all the necessary requirements, from setting objectives to implementation.
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Define the points of customer contact clearly, as well as the MOT and Pain Points.
Table of Contents
TEACHING UNIT 1. CUSTOMER JOURNEY: THE CUSTOMER JOURNEY YOU NEED TO UNDERSTAND
- Customer journey: understand what drives your customers
- The customer journey: identifies the key moments of interaction between the user and the company
- Suggestions for improvement to encourage our customer to return
- Tools for creating the perfect customer journey
- Trends and challenges in creating a Customer Journey Map
- Introduction to the buyer persona: the ideal customer
- How to Create Your Buyer Persona
TEACHING UNIT 2. THE USER EXPERIENCE AS THE FOUNDATION OF YOUR STRATEGY
- UX/CX to give your business a competitive edge
- CJM to optimise the user experience and your sales funnel
- What are the benefits of a Customer Journey Map?
- MOT and Pain Points
- Voice of the Customer (VOC) and Experience Redesign
TEACHING UNIT 3. CREATING A CUSTOMER JOURNEY MAP STEP BY STEP
- Define your purpose and objectives with your CJM
- Gather information to carry out an assessment of your client
- Define the different stages of your CJM
- Monitoring and tracking your CJM
- Key resources and tools for creating your map
- Examples of CJM
- Premium tool. Salesforce Journey Builder
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