Designing Future State Customer Journey Mapping & Design Thinking

Designing Future State Customer Journey Mapping & Design Thinking

The main purpose of our CUSTOMER EXPEREINCE (CX) : DESIGNING CUSTOMER JOURNEY MAPPING MASTERCLASS  is to provide you with a deep understanding of the concepts of Customer Experience and to show you how to ensure your Customer Experience program is successful.

To improve the customer experience, first must understand the customer’s end-to-end journey. This Masterclass will show you how to get into the hearts, minds and emotions of your customers. We can show you how to deconstruct the entire journey from your customer’s point of view. Once you understand their current journey, you can provide the experience your customer expects.

It creates significant improvements in customer experience and customer satisfaction by combining some of Emotional Innovation, Process Innovation, and Functional Innovation – into an integrated model of people, process, and product and service improvement.

Course Outline


Introduction to Customer Experience (CX) Management

Defining CX-Strategy

Customer Journey Mapping

Design Thinking Skills


Who should attend?

Executives, Managers, Senior Managers, General Manager and C-levels. Marketing Department, Marcom, Corporate Communication, Product Development, Customer Relationship Management, Customer Service, Sales, After Sales Service, Social Media Experts, R&D, Data Analyst etc.

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