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Online CPD Course

Customer Journey Mapping

Learn how to map and improve the customer journey to enhance customer satisfaction, loyalty and service quality.

1 course 4 CPD hours 365 days access Verifiable certificate
Course Price
£19.99
Curriculum

Course Details

CPD212-SAC-037

Customer Journey Mapping

240 minutes 4 CPD hours Introductory English 80% pass mark
Course Description
This professional online CPD course provides learners with an introduction to customer journey mapping. It covers customer touchpoints, customer expectations, journey stages, pain points, customer feedback, service improvement, process mapping and continuous enhancement. Learners will understand how analysing the customer journey supports better customer experiences and business performance.
Learning Outcomes
  • Explain the purpose of customer journey mapping.
  • Identify key customer touchpoints throughout the customer lifecycle.
  • Recognise customer expectations and potential service gaps.
  • Analyse customer pain points and improvement opportunities.
  • Use customer insights to improve service delivery.
  • Support continuous improvement through customer journey analysis.
  • Successfully complete the end-of-course knowledge assessment.
Study online Access course materials through your secure learner account and continue from your recorded progress.
Complete the assessment Your final score and completion result are retained within your learning record.
Record your achievement Successful completion is added to your CPD transcript with access to a verifiable certificate.