Training on Customer Journey Mapping
Learn how to map customer journeys, identify service gaps, and design exceptional customer experiences.
Next intake
20 Jul 2026 · Nakuru
Duration
5 days
Live instruction
Delivery
Physical + Virtual
Cohort based
Level
Intermediate
Working professionals
Certification
NITA reimbursable
For Kenyan cohorts
Language
English
All materials
About this programme
This practical course is designed to equip professionals with the knowledge and skills to map, analyze, and optimize the end-to-end customer journey. Participants will learn how to identify customer touchpoints, understand customer behaviors, uncover pain points, and design seamless experiences that improve customer satisfaction, loyalty, and business performance. Through practical workshops, case studies, and real-world applications, the programme enables participants to create customer-centric strategies that enhance service delivery and drive continuous improvement.
Who Should Attend:
- Customer experience (CX) professionals
- Customer service managers and supervisors
- Marketing and sales professionals
- Business development managers
- Product and service managers
- Operations managers
- CRM professionals
- Business analysts
What you'll walk away with
By the end of the training, participants will be able to:
- Understand the principles of customer journey mapping.
- Identify customer touchpoints across the customer lifecycle.
- Analyze customer needs, expectations, and pain points.
- Design customer-centric experiences that improve satisfaction and loyalty.
- Apply journey mapping tools to enhance service delivery.
- Develop action plans for continuous customer experience improvement.
What we cover, module by module
Module 1: Foundations of Customer Journey Mapping
- Introduction to customer experience (CX)
- Customer journey mapping concepts
- Customer personas and segmentation
- Case Study: Successful customer journey transformation
Module 2: Understanding Customer Touchpoints
- Mapping customer interactions
- Identifying moments of truth
- Customer expectations and behaviors
- Practical: Creating customer personas and touchpoint maps
Module 3: Journey Analysis and Experience Design
- Identifying pain points and service gaps
- Customer emotion mapping
- Service blueprinting
- Practical: Designing an improved customer journey
Module 4: Measuring and Optimizing Customer Experience
- Customer feedback and Voice of the Customer (VoC)
- Customer satisfaction metrics (CSAT, NPS, CES)
- Continuous improvement strategies
- Case Study: Using customer insights to improve service delivery
Module 5: Customer Journey Strategy and Implementation
- Embedding customer-centric culture
- Cross-functional collaboration
- Journey improvement action planning
- Practical: Developing a customer journey improvement roadmap
Where the change lands
Individual Impact
- Enhanced skills in customer journey mapping and experience design.
- Improved ability to identify customer pain points and service opportunities.
- Strengthened competencies in customer-centric decision-making.
Organizational Impact
- Improved customer satisfaction and loyalty.
- Enhanced service quality through optimized customer journeys.
- Increased operational efficiency by eliminating service gaps.
- Stronger customer-centric culture and continuous improvement.
Dates and locations
Upcoming intakes
Every intake is limited to a small cohort. Booking closes when a date fills or three weeks before the start, whichever comes first.
| City | Starts | Ends | Delivery | Book |
|---|---|---|---|---|
NakuruNext | 20 Jul 2026 | 24 Jul 2026 | In-Person | Book |
Kigali | 20 Jul 2026 | 24 Jul 2026 | In-Person | Book |
Accra | 20 Jul 2026 | 24 Jul 2026 | In-Person | Book |
Kisumu | 27 Jul 2026 | 31 Jul 2026 | In-Person | Book |
Johannesburg | 27 Jul 2026 | 31 Jul 2026 | In-Person | Book |
Dakar | 27 Jul 2026 | 31 Jul 2026 | In-Person | Book |
- NakuruNext
20 Jul → 24 Jul·In-Person
Book this intake - Kigali
20 Jul → 24 Jul·In-Person
Book this intake - Accra
20 Jul → 24 Jul·In-Person
Book this intake - Kisumu
27 Jul → 31 Jul·In-Person
Book this intake - Johannesburg
27 Jul → 31 Jul·In-Person
Book this intake - Dakar
27 Jul → 31 Jul·In-Person
Book this intake
Common questions.
Still not sure? Send us a note and a facilitator will get back to you within a business day.
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Course finder
Find the right course for you
Prefer to talk it through? Send us an enquiry and a facilitator will scope a fit within a business day.
For corporate teams
Training 10+ professionals?
We deliver Training on Customer Journey Mapping in-house at your offices, at a venue we arrange, or fully virtual. Customise the curriculum against your KPIs, and get a bespoke price for the cohort size you need.