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Elevate experiences throughout the customer journey

In today’s evolving landscape, organisations are re-evaluating their customer journeys to meet changing expectations and address cost pressures. Our exclusive workshop offers a unique opportunity to learn, network, and discuss customer journey mapping strategies with industry peers. Led by an expert consultant, this hands-on session will equip your team with the skills to create effective customer journeys that align with your business goals and enhance customer satisfaction.

Our workshops can be taken exclusively for your organisation (either virtually or physically) or booked via our scheduled open courses which are available to all members.   

   

Practical & interactive session
Individual/group feedback
Networking opportunities
Useful tips and insights
Delivered by an Institute expert
Finish with a certificate of attendance
Exclusively for your organisation

Apply the full learning experience into your organisation with tailored case studies and examples (enquire on availability).   

Our scheduled open courses

Gain insight with diverse perspectives, sharing best practice and networking opportunities.   

Book a place today on the following dates:

19/05/2025
17/09/2025
02/02/2026

Delivery:

Online or in-person

Level:

Workshop

Duration:

Half day to 1 day

Classroom size:

Up to 14 people 

Audience:

Managers, Team Leaders, HODs 

Cost:

Open workshops: £250pp, in-house delivery: £320pp

Course objectives
Understand the definition and purpose of journey mapping.
Recognise the importance of customer insights in developing effective journey maps.
Identify different types of journey maps, including operations, service, and complaints.
Apply journey mapping techniques across various organisational contexts.

The workshop will employ a mix of lectures, discussion groups, and scenario analyses to facilitate a deep understanding and practical application of the material. Participants will receive a workshop kit that includes a selection of key presentation slides, a self-assessment tool, and access to online resources for continued learning. 

Who should attend?

Customer Service Managers

Customer Service Executives

Team Leaders & Supervisors

Members who have undertaken our Academy training include:
Course content
  • Defining Customer Journey Mapping: Learn the definition of Customer Journey Mapping and how it helps organisations track customers’ journeys with them and where to support them along the way.
  • The impact of customer insight on journey mapping: Learn that to build an effective customer journey map, the customer’s insights are critical to highlight areas for improvement and create a smooth journey for other customers.
  • The various journey types: Uncover the other types of customer journeys within an organisation that they may take in operations, service, and complaints
  • Core principles and techniques of journey mapping: Discover the core principles and techniques for building a successful customer journey map that accounts for the different journeys customers face with organisations.
Feedback from our members
“5 star, would definitely benefit the rest of the company that may lack in some areas of customer service.”

Home - Coastline Housing

“Useful and enjoyable course, necessary for every organisation. Leo was an excellent trainer.

Scottish Water - Wikipedia

 “It’s been great taking time out and implementing new service plans. 

About Us | Persimmon Homes

 “Any organisation wanting to enhance the service they offer and improve customer satisfaction should definitely consider enrolling their staff on this course.”

SBHG Home | Website

 “I found the sessions informative, well-balanced, and thought-provoking.”

Sky Broadband review: High cost, poor performance | Expert Reviews

 “Brilliant course, would recommend to colleagues looking to enhance their customer service skills.”

Frequently asked questions

A reliable internet connection, a laptop/computer with a microphone and camera; paper and pen for notetaking.

An Academy Learning & Development Consultant. You can see who our experts are here.

Your environment – ensure you are in a comfortable location and remove any distractions. Make sure you have tested your connection to Zoom. 

Our Academy workshops are only open to members – find out more about becoming a member here.

There may be others attending from other member organisations, presenting an opportunity to network and share thoughts and ideas on the subject. 

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