Customer Experience Management - Customer Journey Mapping

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LS Consulting

5:52:22

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1 - Getting Started

1 - Welcome to the Course.mp4

05:53

2 - The Learning Path.mp4

02:06

3 - Customer Journey Map in the Real World.mp4

00:43

4 - About Me.mp4

01:29

5 - The End Goal.mp4

03:28

2 - Definition and Basic Concepts

6 - Agenda.mp4

00:34

7 - Who is a Customer.mp4

02:03

8 - What is an Experience.mp4

04:18

9 - What is Total Experience.mp4

01:32

10 - Cid explaining What is an Experience.mp4

03:13

11 - What is a Customer Experience.mp4

06:55

12 - Assignment from Cid.mp4

01:58

13 - What is Total Customer Experience.mp4

04:07

14 - What is Experiential Grid.mp4

06:23

15 - What is Customer Journey.mp4

02:04

16 - What is Customer Journey Map.mp4

03:17

17 - What is Customer Journey Mapping.mp4

00:38

18 - Module1-Basic-Definitions.pdf

18 - Recap.mp4

00:45

3 - Goals of Customer Journey Mapping

19 - Agenda.mp4

00:39

20 - Goals of Customer Journey Mapping.mp4

03:35

21 - Benefits of Customer Journey Mapping.mp4

05:24

22 - How Customer Map is different from Process Map.mp4

05:34

23 - Module2-Goals.pdf

23 - Recap.mp4

02:41

4 - Elements of a Customer Journey Map

24 - Agenda.mp4

00:49

25 - Layout of a Customer Journey Map.mp4

02:22

26 - Element 1.mp4

07:39

27 - Element 2.mp4

03:16

28 - Element 3.mp4

07:55

29 - Element 4.mp4

04:12

30 - Element 5.mp4

04:37

31 - Element 6.mp4

02:44

32 - Element 7.mp4

04:09

32 - Module3-Basic-Building-Blocks.pdf

5 - Touch points and Channels

33 - Agenda.mp4

01:06

34 - How Customer Step is different from Toucpoint.mp4

05:20

35 - Touchoint Elements.mp4

04:30

36 - Touchpoint Inventory.mp4

02:30

37 - Touchpoint Categories.mp4

07:40

38 - Moments of Truth.mp4

07:55

38 - Template-KeyMOT-Ranking.xlsx

39 - Touchpoint vs Channel.mp4

02:31

40 - Channel vs Device.mp4

03:33

41 - Customer Journey Map vs Touchpoint Map.mp4

03:59

42 - Touchpoint Wheeel.mp4

02:07

43 - Module4-TPand-Channels.pdf

43 - Pathtopurchase.mp4

05:45

6 - Customer Experience Management Framework

44 - Agenda.mp4

00:23

45 - What is Customer Journey Management.mp4

01:23

46 - The CEM Framework Overview.mp4

05:08

47 - CEM Framework Foundation.mp4

04:08

48 - The CEM Framework Pillars.mp4

04:06

49 - The CEM Framework Roof.mp4

01:14

50 - The CEM Framework Continuous Improvement Loop.mp4

01:02

51 - Module5-CJM-Framework.pdf

51 - Recap.mp4

01:09

7 - Types of Customer Journey Map

52 - Agenda.mp4

00:20

53 - Typology of Customer Journey Map.mp4

00:51

54 - Dimension 1.mp4

05:36

55 - Dimension 2.mp4

02:37

56 - Dimension 3.mp4

02:40

57 - Dimension 4.mp4

03:47

58 - Dimension 5.mp4

02:42

59 - Dimension 6.mp4

01:58

60 - Dimension 7.mp4

03:38

61 - Dimension 8.mp4

01:59

62 - Dimension 9.mp4

01:50

63 - Dimension 10.mp4

02:02

64 - Dimension 11.mp4

01:40

65 - Dimension 12.mp4

02:04

66 - Dimension 13.mp4

01:56

67 - Dimension 14.mp4

03:49

68 - Dimension 15.mp4

03:12

68 - Module6-Types-of-CJM.pdf

8 - Steps to map a Customer Journey

69 - Overview.mp4

01:45

70 - Step 1.mp4

01:41

70 - Template-Project-Charter.pptx

71 - Step 2.mp4

05:45

72 - Step 3.mp4

01:30

73 - Step 4.mp4

12:27

74 - Step 5.mp4

04:23

74 - Template-Touchpoint-Inventory.xlsx

75 - Step 6.mp4

02:35

76 - Step 7.mp4

04:47

77 - Step 8.mp4

00:42

78 - Step 9.mp4

00:40

79 - Module7-CJM-StepsHO.pdf

79 - Step 10.mp4

02:27

9 - Customer Journey Tool CXDeployer

80 - Navigations and Adding New Project.mp4

10:33

81 - Add Persona.mp4

01:53

82 - Create Customer Journey Map.mp4

09:01

83 - Manage Idea.mp4

02:20

84 - Manage Implementation.mp4

03:02

10 - Examples of Customer Journey Map

85 - Business Case Scenario Airline.mp4

05:53

86 - Macro Level Customer Journey Map.mp4

24:05

87 - Meso Level Customer Journey Map.mp4

13:30

88 - Micro Level Customer Journey Map.mp4

08:41

89 - Assignment 1.mp4

04:42

90 - Assignment 2.mp4

01:35

11 - Best Practices in Customer Journey Mapping

91 - Agenda.mp4

01:07

92 - Best Practice Area 1.mp4

01:26

93 - Best Practice Area 2.mp4

01:31

94 - Best Practice Area 3.mp4

00:58

95 - Best Practice Area 4.mp4

00:57

96 - Best Practice Area 5.mp4

01:15

97 - Best Practice Area 6.mp4

01:07

98 - Module10-Best-Practices.pdf

98 - Recap.mp4

00:39

12 - Whats Next

99 - Next Steps.mp4

03:14

99 - Template-Touchpoints-Category.xlsx

100 - How to Contact Me.mp4

00:59

Description

Lean how to create an actionable customer journey map and transform your customer experience.

What You'll Learn?

Create an actionable customer journey map
Uncover opportunities to optimise your customer experience
Gain the right knowledge and tools to diagnose serious customer experience issues
Understand different types of customer journey maps
Learn how to use CXDeployer - World's 1st integrated customer journey mapping software
Master building blocks of a customer journey map
Discover House of Customer Experience

Who is this for?

Customer Journey Mapping and Customer Experience Mapping Professionals

More details

Description
LEARN HOW TO TRANSFORM YOUR CUSTOMER EXPERIENCE BY UNDERSTANDING AND CUSTOMER JOURNEY MAPPING, FINDING PROBLEM AREAS, AND THEN SOLVING THEM.

Discover how to model customer experience to understand customer actions, motivations, expectations, perceptions, and barriers across touchpoints with your business, enabling you to improve customer satisfaction, increase customer loyalty, lower the cost of customer service and acquire new customers and achieve excellence in customer experience.

The customer experience is the next competitive battleground and the businesses that excel at customer experience outperform their competitors. Therefore, customer experience management is the top priority and the most significant objective of every business.

Customer journey mapping is the foundation step of any customer experience transformation program to understand the current state, baseline the current performance, uncover issues and challenges to customer experience, identify failing interactions, missing touchpoints, moments of truth, and moments of frustration and discover underperforming channels.

Visualizing the customer journey makes it easier to understand what makes customers move through, what motivates them, their expectations, their emotions, and what obstacles they face along their journey. Thus, enabling organizations and customer experience professionals to reorient, redesign, realign, and optimize their processes, services, offerings with changing customer needs and create a customer-centric culture.

Join this course and learn a practical application of customer journey mapping and not only understand current experience but also design the future experience and shift the organizationâ€™s culture and mindset to customer-centricity.

Join and learn from the brains behind the CXDeployer! â€“ Worldâ€™s 1st Integrated Customer Journey Mapping Software.

Our Guarantee:
You get lifetime access, with no expiration, to all course lectures, training materials, handouts, and quizzes. Moreover, you will also receive 1-on-1 support for any questions, queries, clarifications, or confusion that come up. All this comes with a money-back guarantee so nothing to lose and only to gain so much.
This training course makes use of CXDeployer- a free online customer journey mapping tool- instead of a paid tool to ensure all students have access to the training activities.
If you get this course with a similar quality, price and content, we guarantee that you will get a LIFETIME subscription of CXDeployer with ALLÂ the current and future features for FREE.
We have built the CXDeployer so you can be assured of this guarantee.

The LateralSkillsâ€™s LEARN, APPLY, GROW approach.
The course is based on LateralSkillsâ€™s LEARN, APPLY, GROW technique â€“ a method that we have developed and practice for all of our training programs both in-house as well as virtual training programs.
This approach will ensure that you the best learning on customer journey mapping, application of customer journey mapping in real-life scenarios, and enabling you to grow your professional skills on the customer journey and experience mapping.

LEARN: First, we will demystify the foundation concepts with several real-life examples. You will also learn WHAT, WHY, HOW, and WHEN to use each concept.
APPLY: Once you fully understand the concepts and techniques, we will take you step-by-step through KNOW-HOW with real-world scenarios so that you can learn how to apply it in your examples. You will also go through continuous assessment, activities, and cases to integrate the new knowledge into your skills. This will also ensure the validation of your understanding of various concepts.
GROW â€“ You can put the newly acquired skills in your profession and advance your career. You will get all the supports from us to ensure application in your scenarios.

What is included in this course?
You will learn the foundation of concepts on customer experience, customer journey management, touchpoint, channels, moments of truth, type of customer journey maps, elements or anatomy of the customer journey map, practical steps to create a customer journey map, and beyond.
High-quality video lectures with the simplest explanation of each jargon
Clear, concise and to-the-point lectures
Training activities to increase knowledge retention
Quizzes to validate your learning and understanding of each topic
Fully Editable Templates
Downloadable handouts
1-on-1 support
Lifetime Access to training content

This is the most comprehensive customer journey mapping training course on the market and If you get this course with a similar price and content, we guarantee that you will get a FREE LIFETIME subscription of CXDeployer with all current and future features.
Who this course is for:
Customer Journey Mapping and Customer Experience Mapping Professionals

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Customer Journey Mapping

LS Consulting

Instructor's Courses

LateralSkills is a provider of niche, customized, and learner-centric professional courses. We only work with individual learners like you to help you build your dream career roadmap and recommend a set of skills to be built by you through a suite of learning and certification coursesOur VisionEmpower you to achieve your dreams in your professional carrierOur MissionOur mission is to deliver applied knowledge to enable you to build skills faster through customized learning via a technology platformAll courses are developed by a group of instructors who have on the job experience in implementation and consulting. Our courses are designed in such a way that you can learn easily in small bites and they go through a rigorous process of quality check and learning retention checks.

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