Customer Journey Mapping Training Course
Course Overview
| Course Title | Customer Journey Mapping Training Course |
| Organization | Tech For Development (T4D) |
| Venue | Tech For Development (T4D) Training Center along Tala Road, Runda, Nairobi |
| Duration | TBA days |
| Target Industries |
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| Target Job Roles |
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| Course Fees (Face-to-Face) | TBA |
| Course Fees (Virtual) | |
| Training Modes | Virtual and face-to-face training |
| Payment | Payment should be made to the Tech For Development (T4D) bank account on or before the start of the course |
| Accreditation | Tech For Development Certificate of Course Completion |
Course Overview
This course equips participants with practical skills to design, analyze, and optimize customer journey maps that uncover pain points and create opportunities for improved customer experience. It blends customer psychology, design thinking, and analytics with practical workshops to help participants visualize and transform customer interactions across channels. Participants will learn to apply journey mapping tools, integrate data from CRM and analytics platforms, and align findings with organizational strategy.
Course Duration
5 Days
Target Audience
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Customer Experience (CX) Professionals
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Marketing and Service Managers
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Process Improvement and Business Analysts
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Digital Transformation and Innovation Teams
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Strategy and Operations Executives
Personal Impact
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Gain confidence in creating actionable customer journey maps.
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Strengthen problem-solving and design-thinking skills.
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Learn to identify and eliminate customer pain points.
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Build analytical capability with tools like Miro, Power BI, and Excel.
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Enhance career prospects as a CX and strategy professional.
Organizational Impact
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Improved customer retention through enhanced journeys.
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Streamlined service processes and reduced friction.
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Stronger alignment between business goals and customer needs.
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Better insights into multi-channel customer behavior.
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Increased customer loyalty, satisfaction, and advocacy.
Course Objectives
By the end of this course, participants will be able to:
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Understand the purpose and value of customer journey mapping.
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Identify key customer touchpoints across multiple channels.
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Use design thinking to map customer experiences.
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Apply digital tools (Miro, Lucidchart, Power BI) for journey design.
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Translate journey insights into CX and business improvement strategies.
Course Modules
Course Outline
Module 1: Introduction to Customer Journey Mapping
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Purpose and benefits of journey mapping in CX strategy.
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Key concepts: touchpoints, moments of truth, pain points.
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Case Study: Successful journey mapping in retail banking.
Module 2: Mapping Tools & Techniques
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Using Miro, Lucidchart, and Microsoft Visio for journey design.
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Integrating CRM (Salesforce, HubSpot) and analytics data.
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Workshop: Build a simple journey map for customer onboarding.
Module 3: Multi-Channel Customer Experiences
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Understanding cross-channel behaviors (physical + digital).
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Capturing customer emotions and expectations.
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Exercise: Map an omnichannel retail customer journey.
Module 4: Data-Driven Insights & Analytics
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Using VoC (Voice of Customer) and feedback systems.
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Leveraging Power BI and Excel for journey analytics.
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Workshop: Create a CX dashboard linked to journey mapping.
Module 5: From Mapping to Strategy & Action
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Translating maps into process improvement initiatives.
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Prioritizing improvements for maximum CX impact.
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Capstone Project: Design and present a journey map and action plan for an organization.
Course Administration
Methodology
Instructor-led sessions use a blended learning approach combining presentations, guided practical exercises, web-based tutorials, and group work, delivered by seasoned industry experts. All facilitation and course materials are in English, so participants should be reasonably proficient in the language.
Accreditation
Upon successful completion of this training, participants will be issued a Tech For Development Certificate of Course Completion certified by the National Industrial Training Authority (NITA).
Training Venue
The training will be held at the Tech For Development Training Centre. The course fee covers the course tuition, training materials, two break refreshments, and lunch. All participants will additionally cater to their travel expenses, visa application, insurance, and other personal expenses.
Accommodation & Airport Transfer
Arranged upon request.For reservations contact the Training Officer:
Email: [email protected]
Phone: (+254) 790 824 179
Tailor-Made
This training can also be customized to suit the needs of your institution upon request. You can have it delivered in our T4D Training Centre or at a convenient location.
Payment
Payment should be transferred to the T4D account through a bank on or before the start of the course. Send proof of payment to [email protected].
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