Customer Journey Management

CXPA courses are a collaborative curriculum developed by top industry leaders in CX. CXPA modular courses are offered as recordings that can be purchased by CXPA members or non-members. Those who purchase a modular course will have lifetime access to the recorded videos and can watch them at their leisure. This course contains three 90-minute recordings and five additional 90-minute deep dives presented by CX providers.

What exactly is Customer Journey Management?

Customer Journey Management includes mapping of the customer journey as a critical component of business success through customer experience. The mapping methodology aims to deepen customer understanding, break down organizational silos, and instill a customer-centric mindset across the organization. 

Customer journey maps are powerful CX tools. To drive meaningful changes within the organization, these maps must:

  • Be easy to create and develop
  • Enable collaboration across functional groups
  • Become adopted at all levels within the organization
  • Be flexible enough to customize and evolve as needs change

One of the first steps in getting started is choosing an approach that is right for your organization. That's the overall objective of this educational course - and that's what you'll take away after watching the modules.

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