Customer Journey Mapping with emotions
Fundamentals / Advanced
Overview
This is course designed to bring you up to date with the latest best practice, and the coolest tools.
The course comes in 10 parts - 9 plus an exam.
Note - The exam is only available in the Advanced Course
The key terms of CX and CJM and the definition of important principals
Principals
Identifying stakeholders is now the easy part. Getting them to engage and to be part of the development of your CJM is a critical success factor
Stakeholders
Building a storyboard is a vital part of any CJM because of its role in connecting experience and process
Telling the story
Defining Customer Persona and how to create personas for emotional states
Customer Personas
The key principles of Value are broken down into 5 key groups which are at the heart of every emotional decision we make
Understanding value
What are the key steps in the customers journey and how do they move from channel to channel
MOT
Moments of Truth
How to measure and manage customer emotions
Customer Emotion
What are the key tools you use in mapping your customer experience
Mapping Tools
Doing a journey mapping project
tutorial to build a checklist
Doing it
Tools and platforms
Journey Mapping and storyboarding
Lectures and training
