What to expect from the course:
The course is a 6 week structured self-directed online learning course, consisting of:
Weekly video sessions outlining topics essential to Customer Journey Mapping.
Exercises to help you develop your own journey map.
Downloadable materials to complement the weekly videos.
Peer interaction in the community to share knowledge and ideas.
Email, online and telephone support from your tutor, Stephen Hampshire.
A specially filmed Q&A session at the end of the course in which Stephen will answer your questions.
WHAT YOU'LL COVER:
Chapter 1: Making decisions and getting buy-in
Chapter 2: Qualitative research to explore the lens of the customer
Chapter 3: Quantitative research to prioritise and track
Chapter 4: Service design to improve
Chapter 5: Systems thinking for the customer journey
Chapter 6: Visual thinking for the customer experience
The course consists of 6 chapters; each consisting of video lessons, community discussions, reading, activities, and quizzes to make sure you’re picking up what you need. We’ll provide resources for each chapter, and also point participants to useful material in books and online.
Once you've started your course, a new chapter will be released each week, making this a 6 week in-depth training course. Once a chapter have been released they remain available to access at any point.
We’ve structured the course this way as we believe dedicating time to each of the 6 chapters will benefit long term plans when using customer journey mapping within your own organisation.
Each chapter contains between 30-60 minutes of video lessons and combined with the other learning content we'd recommend spending at least 1-2 hours per week on the course. The time you spend on your weekly tasks is up to you - it will depend on your organisation and the type of customer journey you'd like to map.
HOW WE'LL SUPPORT YOU
Tutor support will be available from Stephen Hampshire through email and scheduled calls.
There will be 3 live Zoom sessions during the course (in week 1, week 3 and week 6), giving you the opporuntity to virtually meet Stephen and other learners on the course.
There will also be a dedicated learner community available with regular discussion posts asking key questions and common challenges.
Tutor support will be available for 8 weeks following the start date of the course.
How long will I have access to the course?
All course content will remain available for 6 months following the start date of the course. You can view the full Terms and Conditions of our online training here.
Client Manager @ TLF Research
After 23 years in customer insight, Stephen's view is different to most. He believes that creating great customer experiences is simple (though rarely easy). Insight comes from asking customers the right questions, and listening to what they say. Building a customer-focused culture is more important than improving your processes. Proving the ROI of customer experience is easier than you've been told.
Stephen stays abreast of the latest thinking in customer insight and analysis so that you don't have to. He combines straightforward reviews of cutting-edge techniques with real life stories to engage with his audience, leaving them inspired to make change.
Outside of work he’s also a keen photographer, craft beer buff, and probably owns too many stringed instruments.
Get in touch
Get in touch to find out more about our training courses and how we can help you gain an in-depth understanding of your customers today.
You may also be interested in
User Stories And Customer Journey Mapping
This is one of our most popular training subjects and helps you understand how things look from your customers’ point of view. Mapping all the touch points of a specific customer journey is a must for designing positive experiences. We can’t give you an in-depth guide to custome...
The Customer Research Journey: Guide To A Successful Programme
In this webinar we'll outline the key stages of an effective customer research programme: Understand and Explore, Measure & Track, Plan & Act and Culture Change & Storytelling. From gaining a deep understanding of your customers with qualitative research and developing a robust ...
News & Opinion
Good vs Bad Journeys - What Makes a Difference?
Infographics can be used to display a range of information and here we have a customer journey mapping example highlighting the key differences between a positive and negative experience.
B2B Customer Journey Mapping
Journey mapping is an important task to undertake for both B2C and B2B customers, but the outputs for these 2 groups will look significantly different. We’re focusing on B2B customer journey mapping in this webinar and how to ensure all the relevant insight is captured.