Course Overview

This 5-day course provides participants with the knowledge and practical skills to design and optimize complete service journeys that enhance customer experience. The program covers journey mapping, service blueprints, customer touchpoint analysis, and integration of digital and physical channels. Participants will learn how to align service design with organizational goals while creating seamless and consistent customer experiences.

Course Duration

5 Days

Target Audience

• Customer Experience Managers & Specialists

• Service Design Professionals

• Marketing & Brand Teams

• Product & Operations Managers

• Business Analysts & Process Improvement Teams

• Professionals responsible for customer journey design and optimization

Personal Impact

• Gain practical skills in journey mapping and service blueprinting.

• Learn to identify pain points and opportunities across customer touchpoints.

• Improve ability to design seamless, end-to-end customer experiences.

• Build confidence in applying service design methodologies in real-world contexts.

• Enhance strategic thinking in aligning journeys with customer expectations.

Organizational Impact

• Improved customer satisfaction through well-designed service journeys.

• Greater consistency across digital and physical service channels.

• Data-driven understanding of customer behavior and needs.

• Reduced friction points leading to better retention and loyalty.

• Stronger alignment between CX design and business strategy.