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.

Please note: One of this course's four modules were offered to our live class by the instructors in 5 separate segments. Because of the proprietary nature of these module presentations, we must obtain permission from the instructors to share the recordings. We are unable to provide this module to competitors in the space. Here's more information on the course details.

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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