Customer Journey Mapping and Service Design
Customers experience an organisation as one journey while the organisation runs it as separate departments. This course covers how to map that journey from the customer's side, find where it breaks and redesign it around them.
Course outline
What this programme covers, module by module.
- 01Seeing the organisation as the customer sees it
- 02Journey mapping method and what to record
- 03Identifying moments of truth and pain points
- 04Internal handovers and where journeys break
- 05Gathering evidence rather than assuming
- 06Redesigning the service around the journey
- 07Measuring experience before and after
What you will gain
- Map a customer journey from the customer's point of view
- Identify the moments that most affect satisfaction
- Locate the internal handovers where journeys break
- Gather evidence rather than assumptions about experience
- Redesign a service around the customer rather than the structure
- Measure whether the redesign actually improved experience
Who should attend
- Customer experience professionals
- Service and operations managers
- Marketing and insight staff
- Process improvement practitioners
Upcoming sessions
| Date | City | Duration | Fees | Book |
|---|---|---|---|---|
| 2 to 4 Nov 2026 | Pretoria | 3 Days | R13,000 | |
| 16 to 18 Nov 2026 | Durban | 3 Days | R13,000 | |
| 30 Nov to 2 Dec 2026 | Cape Town | 3 Days | R13,000 | |
| 11 to 13 Jan 2027 | Johannesburg | 3 Days | R13,000 | |
| 8 to 10 Feb 2027 | London | 3 Days | US$1,500 | |
| 12 to 14 Apr 2027 | Dubai | 3 Days | US$1,500 | |
| 28 to 30 Jun 2027 | Pretoria | 3 Days | R13,000 |
Fees are per delegate and exclude VAT. Public intakes are confirmed once minimum numbers are met. We also deliver this course on your own schedule, in-house or live online.
Enquire about this course
Register your team or ask for a tailored in-house quote. We reply within one working day.
WhatsApp usCourse brochure (PDF)- Fees from
- R13,000 per delegate
- Duration
- 3 Days
- Field
- Sales, Marketing & Customer Service
- Formats
- In-house, public, online
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