01 · Who Should Attend
Who Should Attend
Professionals, specialists, supervisors and managers whose responsibilities involve customer journey mapping or who need to build practical capability in this area.
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Customer Journey Mapping
An applied five-day programme focused specifically on Customer Journey Mapping.
Programme at a glance
ReferenceCS-012
Duration5 days
LevelProfessional
Learning topics20
This five-day Kaizen European Academy programme is dedicated specifically to Customer Journey Mapping. It develops practical capability in Customer Journey Mapping through structured explanation, applied tools, realistic scenarios and guided workshops. Participants move from core concepts to hands-on application, performance control and an implementation plan that can be transferred directly to their workplace.
Explain the essential concepts, terminology and professional context of Customer Journey Mapping.
Apply the principal methods and tools used in Customer Journey Mapping.
Analyse realistic situations and make evidence-based decisions related to Customer Journey Mapping.
Evaluate performance, risk and control requirements in Customer Journey Mapping.
Develop a practical implementation or improvement plan for Customer Journey Mapping.
02 · Programme Methodology
Programme Methodology
Instructor-led explanation, facilitated discussion, subject-specific case studies, practical templates, individual and group exercises, simulations or technical scenarios where appropriate, peer review and a final implementation workshop.
03 · Learning Outcomes
Learning Outcomes
Explain the essential concepts, terminology and professional context of Customer Journey Mapping. Apply the principal methods and tools used in Customer Journey Mapping. Analyse realistic situations and make evidence-based decisions related to Customer Journey Mapping. Evaluate performance, risk and control requirements in Customer Journey Mapping. Develop a practical implementation or improvement plan for Customer Journey Mapping.
04 · Prerequisites
Prerequisites
No formal prerequisite is required. Relevant professional experience is helpful; technical courses may assume basic familiarity with the operating environment.
Day
01
Module 1
Customer Journey Mapping: Foundations and Operating Context
Scope, terminology and professional context of Customer Journey Mapping
Current practices and emerging trends in Customer Journey Mapping
Roles, responsibilities and stakeholder expectations in Customer Journey Mapping
Diagnostic assessment of current Customer Journey Mapping practices
Day
02
Module 2
Core Methods and Tools for Customer Journey Mapping
customer expectations
service standards
communication
listening
Day
03
Module 3
Applied Practice in Customer Journey Mapping
empathy
complaints
service recovery
difficult customers
Day
04
Module 4
Performance, Risk and Control in Customer Journey Mapping
contact centres
CRM
journey mapping
service quality
Day
05
Module 5
Customer Journey Mapping: Integrated Workshop and Implementation
customer satisfaction
loyalty
service KPIs
coaching
Live learning calendar
Request a private session →Upcoming dates for this programme
Choose one of the next planned European dates, or create a private delivery around your own schedule.
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No public date is currently displayed for this programme. Choose the programme, preferred city and approximate dates. We will organise the venue, trainer and delivery format around your requirements.
Choose your learning destination
European training destinations
This programme can be scheduled across our European training destinations. Venue and trainer are confirmed separately for each session.
39cities
20countries
Final venue, dates and trainer are confirmed when the session is scheduled.
KAIZEN EUROPEAN ACADEMY