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An introduction to Customer Journey Mapping (Virtual) – Members only

In the current environment, many organisations are reviewing the journeys they take their customers on, with the view of seeing what works and what they might want to change in order to service customers in the future.

With customer expectations changing and many organisations faced with reducing costs and driving efficiencies, it is an ideal time to reflect on how the customer experience you provide meets these goals.

This members-only event is suitable for those who have little or no experience of customer journey mapping or are about to introduce customer journey mapping.

We will define customer journey mapping and identify best practices as well as provide techniques for putting it into practice.

This 2-hour online session will cover the following:

  • Introductions and objectives
  • Customer Journey mapping in context
  • What it is
  • How it supports organisations
  • How customer insight supports journey mapping
  • How to Journey map
  • Taking a customer-centric position
  • Core principles and techniques
  • A mapping template – putting it into practice

If you have a team of 12 or more people who would benefit from this workshop, our Academy team can offer an in-house alternative. Get in touch to request more information:

Please note that this ticket is non-refundable or transferrable in terms of date. If for any reason you are not going to be able to attend, we will accept a replacement person, subject to your prior notification.


Thu 17th September 2020


10:00 - 12:30






The Institute of Customer Service
The Institute of Customer Service
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