Customer Journey Mapping - 1 Day workshop with Lynn Baker Customer Experience Specialist (CXS)
Customer journey mapping is a strategic process that visually outlines a customer’s interactions with a business, from awareness to loyalty. It helps organizations identify key touchpoints, pain points, and opportunities for improvement across people, processes, and technology.
CUSTOMER JOURNEY MAPPING COURSE OVERVIEW
This one-day Customer Journey Mapping workshop is led by Lynn Baker, a globally recognized Customer Experience (CX) specialist and CEO of the Customer Experience Institute South Africa, offers a powerful, hands-on approach to understanding and optimizing customer interactions.
As a long time Customer Experience consultant, Chair of Judges at the International Customer Experience Awards for 6 years and a founding board member of the Customer Experience Professionals Association of South Africa, Lynn has deep expertise in customer journey mapping, CX metrics, and organizational adoption strategies. She is also the creator of The Customer Journey Game, an interactive tool designed to foster collaboration, break down silos, and embed customer-centric thinking.
WHAT TO EXPECT
Customer Journey Mapping workshops are more than just training sessions—they are immersive, interactive experiences designed to shift mindsets, ignite collaboration, and uncover game-changing insights. These workshops transform traditional CX methodologies into immersive learning experiences that inspire change and ultimately contribute to increasing business growth by enhancing customer satisfaction levels.
Step 1: Interactive Learning with The Customer Journey Game
The session kicks off with The Customer Journey Game, a dynamic interactive board game that brings customer interactions to life. During the game, participants step into a simulated customer journey, navigating key stages, touchpoints, and pain points that shape purchasing decisions. This fast-paced, thought-provoking exercise sets the stage for the mapping process, ensuring teams start with a deep, firsthand understanding of customer experiences.
Step 2: Defining Customer Stages and Personas
Following the game, a facilitated group discussion helps define customer stages, key touchpoints, and relevant market personas, forming the strategic foundation for effective journey mapping.
Step 3: Mapping the Customer Journey
Teams are divided into groups, each representing a specific market segment persona. Working collaboratively, participants actively map a typical customer journey, analyzing every stage—from initial need awareness to post-purchase engagement and long-term loyalty. Throughout this process, teams critically assess whether each interaction enhances or hinders a frictionless customer experience, identifying opportunities for improvement.
Step 4: Actionable Strategy Development
At the conclusion of the workshop, teams compile a list of strategic improvements across people, processes, and technology. Each recommendation is assigned to department heads with clear timelines for execution, ensuring that organizations take meaningful action toward creating seamless customer experiences that foster stronger relationships and long-term loyalty.
Why Book Customer Journey Mapping for your team?
This Customer Journey Mapping workshop is more than just a training session—it’s an interactive, high-impact experience that empowers teams to identify pain points, optimize engagement strategies, and transform customer interactions.
If implemented effectively, this workshop can drive significant business growth, helping organizations strengthen relationships, enhance service delivery, and foster customer loyalty.
Through practical, real-world applications, participants gain valuable insights into customer-centric thinking, ensuring every touchpoint aligns with expectations and builds trust. This hands-on experience equips teams with strategic frameworks, actionable methodologies, and a deeper understanding of customer behaviors, creating a seamless and engaging customer experience that drives long-term success.
Course duration - 8 hours (One Day) 09h00 - 17h00
Recommended group size - maximum 48 participants in 6 teams
Pricing
ZAR28,000 for a maximum of 48 participants in 6 teams
Price Includes:-
Professional Customer Journey Mapping Facilitator
6 x Customer Journey Map wall posters
Workshop materials
Price excludes
Facilitator travel and accommodation if required
Hire of training venue, catering and technical equipment
License fees of customer journey mapping software
Technical requirements
Projector & screen or TV and sound
Seating requirements
Preferably banquet round tables or square tables with a maximin of 8 chairs per table
Contact Lynn Baker +27 82 457 5752
Email : lynn@cx-company.com
