Marketing
Customer Experience and Journey Design
Customer Experience and Journey Design
A 3 days programme on customer experience and journey design for marketing professionals, focused on customer experience, journey mapping, and immediate workplace application.
Start date
Date to be confirmed
Duration
3 days
Location
Hybrid
Rating
4.9 / 5
Dates & venues
1 scheduled delivery from the live catalogue
No upcoming dates are currently scheduled for this programme.
Dates to be confirmed
Pending confirmationDate to be confirmed
Legacy schedule: month=10, day=17, year=unknown
Hybrid · 3 days · $1,550
Programme essentials
Level
Intermediate
Language
English
Certificate
BCTCI Certificate of Completion
Group size
Up to 16
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About this course
Customer Experience and Journey Design is a 3-day intermediate programme designed for specialists and managers working in Marketing. The course builds practical capability in Customer Experience, Journey Design, and Journey Mapping, using consultant-led workshops, real organisational cases, and tools you can apply immediately after the classroom. Participants leave with a structured implementation plan aligned to their role and to organisational priorities.
Learning objectives
What participants will be able to do after the programme.
- Explain the core principles, standards, and decision points that underpin Customer Experience and Journey Design.
- Apply practical frameworks for Customer Experience to realistic workplace scenarios.
- Diagnose performance gaps and select the right tools for Journey Design.
- Design an implementation roadmap that connects Customer Experience with measurable results.
- Communicate recommendations clearly to colleagues, executives, and external partners.
- Evaluate risks, trade-offs, and quality criteria related to Journey Mapping.
Personal impact
How this programme develops the individual professional.
- Gain confidence handling complex customer experience issues without waiting for specialist support.
- Strengthen your professional credibility when advising managers and stakeholders on customer experience.
- Expand your toolkit for journey design with methods you can use in the next working week.
- Build a personal action plan that links new skills to your current responsibilities and career goals.
Organizational impact
Benefits your organisation gains from this training.
- Improve consistency and quality of customer experience practice across teams and units.
- Reduce rework, delays, and compliance gaps through clearer journey mapping processes.
- Enable knowledge transfer so marketing capability does not sit with a single individual.
- Support organisational strategy with practical tools for journey mapping and performance follow-up.
Programme outline
Day-by-day structure of the classroom sessions.
- 1
Day 1
Foundations of Customer Experience
- 1Context, challenges, and success criteria for Customer Experience and Journey Design
- 2Core concepts and language of Customer Experience
- 3Diagnostic exercise using participants’ real work situations
- 2
Day 2
Journey Design
- 1Tools and methods for Journey Design
- 2Applying Customer Experience and Journey Mapping in a facilitated case
- 3Group exercise, feedback, and translation to your organisation
- 3
Day 3
Integration, practice, and workplace action planning
- 1Integrated case or simulation drawing on the full programme
- 2Peer review of draft workplace solutions
- 3Personal and organisational action plans, next steps, and certification briefing
Training methodology
How learning is delivered in the classroom.
- Consultant-led interactive workshops with practical frameworks
- Real-world case studies and facilitated group discussion
- Exercises designed around participants’ actual workplace challenges
- Peer exchange across organisations and sectors
- Action planning and post-course reference materials
- Blended classroom and virtual activities with the same practical outcomes
Main takeaways
Key outcomes participants leave with.
- Takeaway 1A practical working knowledge of Customer Experience and Journey Design
- Takeaway 2Ready-to-use approaches for Customer Experience and Journey Mapping
- Takeaway 3Applied competence in Loyalty
- Takeaway 4Applied competence in Journey Mapping
- Takeaway 5Applied competence in Customer Experience
- Takeaway 6Templates, checklists, or decision aids for customer experience
- Takeaway 7A 30–90 day implementation plan agreed during the programme
Course essentials
Key facts for planning attendance and registration.
- Duration
- 3 days
- Format
- Hybrid
- Level
- Intermediate
- Location
- Hybrid
- Language
- English
- Certification
- BCTCI Certificate of Completion
- Prerequisites
- Open to professionals with relevant experience
- Class size
- 16
- Delivery
- Hybrid
Course Brochure
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Training Materials
Download course handouts, slides, and reference documents shared by your trainer.
Course Questionnaire
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