CXPA is bringing back the wildly popular Customer Journey Management course as part of our series of CXPA Modular Courses taught by CXPA members and thought leaders volunteering their time and expertise. The Customer Journey Management (CJM) - Advanced course addresses topics such as various CJM methodologies and approaches, different uses of Journey Mapping and maps, as well as driving change through CJM and sustainability. We look forward to providing this 4-week course with new volunteer instructors.
Customer Journey Management - Advanced
The CX Foundations course will introduce you to the basic concepts of Customer Experience and help you understand how they fit together for your organization. From strategy to developing insights and demonstrating results, this course will help you launch CX for you or your organization. You’ll learn the terms, understand the concepts and gain exposure to the variety of skills needed in this profession.
Customer journey management is the discipline of understanding, planning, implementing, and optimizing a portfolio of journey maps to generate cost efficiencies and create loyalty through improvements that are most impactful to emotions. It is the continuous, holistic management of the customer’s journey and embedding the discipline into the organization. It involves using customer journey maps strategically – as a core part of the ongoing management of your organization. This change of mind-set from simple journey mapping can lead to maximizing the benefits of several of the core Customer Experience competencies – understanding, gaining insights, driving change and measuring the impact of the experience.
The course will cover:
- Overview of Journey Management Basics
- Journey Management Strategy and Planning
- Journey Operations Overview – Changing the Way Organizations Work
- Leadership and Sponsorship
- Governance of the Master Journey and Ongoing Activities
- Adoption for Transforming the Organization
- Different Uses of Journey Mapping and maps
- Journey Management Data and Technology
- Stories from the trenches
Registration is coming soon! Stay tuned.
If you have any questions, please email us at firstname.lastname@example.org.