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 Improvements
 

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