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Customer Journey Mapping Training

Busy street with people walking.

Understand & Improve Customer Experience with Customer Journey Mapping

Team member building the customer journey map with inputs from team members.

At Operational Excellence Consulting, our Customer Journey Mapping training equips you to see your business from the customer’s perspective. By mapping key touchpoints, uncovering pain points, and identifying opportunities, you’ll design journeys that enhance satisfaction, build loyalty, and drive sustainable growth.

What is Customer Journey Mapping?​

Definition & Purpose​

A visual tool that charts every touchpoint and interaction customers have with your organization—from awareness through loyalty. Helps you understand what they do, feel, and expect.​

Key Components

Includes stages of the customer lifecycle, customer personas, touchpoints and channels, actions and emotions, and identifying pain points and opportunities.​

Why It Matters for Your Business

Identifies Friction & Gap-Areas

Spot where customers drop off, get frustrated, or feel underserved—so you can fix what’s hurting your experience.

Aligns Stakeholders Around Experience

Helps marketing, operations, product, and service teams work from the same map, improving consistency and clarity.

Drives Measurable Improvement

From better conversions and reduced churn, to enhanced NPS, loyalty, and increased customer satisfaction.

Team mapping of customer journey
Customer journey map comprising 3 simple stages: Research, Purchase and Aftersales Service.

Customer Journey Mapping Workshop

Learn how to develop a customer journey map, identify key moments of truth, assess opportunities and create new customer experiences.

Some Highlights of our Journey Mapping
Workshop Activities

Team focusing on developing an empathy map on a flip chart.

Developing the Persona and Empathy Map for the target customer.

Participant presenting his team's insights about the target customer.

Analyzing the Persona and Empathy Map to uncover valuable insights about the target customer.

Team members creating a journey map to identify the pain points experienced by a customer.

Identifying the pain points experienced along the customer journey.

Participant creating a storyboard of a customer experience for storytelling.

Storyboarding the moments of truth and the emotional impacts of the customer experience.

Team members generating ideas to eliminate the pain points along the customer journey.

Applying ideation techniques to eliminate pain points in the customer journey. 

A particpant demonstrating his prototype and soliciting feedback from team members for improvement.

Prototyping, testing and refining the solution through customer feedback.

Our Approach to Mapping Customer Journeys

Data-Informed Discovery

We gather both quantitative (analytics, metrics) and qualitative (interviews, feedback, observation) data to understand what customers are actually doing and how they're feeling.​

Persona & Scenario-Based Design

We build customer profiles and journey scenarios tailored to your market and use cases to ensure relevance and accuracy.​

Mapping Touchpoints, Emotions & Moments of Truth

We map each interaction, chart emotional highs and lows, and highlight “moments that matter” where experience drives decision.​

Insights → Actionable Strategy

We translate mapping insights into improvement plans—optimizing processes, communication, channels and designing better customer-facing experiences.

Team outputs highlighting the persona and empathy map of a target customer.

WHAT PEOPLE SAY

"I have a better view of the whole company process and its important to understand how customer thinks and sees us."

NATALIE QUAH,
Commercial Department,
Hai Sia Seafood Pte Ltd

Get started with Customer Journey Mapping

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