Personal and Business Competencies / Personal Skills

Customer Journey Owner - customer path management

Professional training dedicated to those responsible for designing and optimizing customer paths in an organization. The workshop program focuses on the practical aspects of mapping, analyzing and improving the customer experience at various points of contact with the brand. Participants will learn methods for researching customer needs, techniques for designing consistent experiences and ways to measure the effectiveness of implemented solutions. The training is conducted in a workshop format, where theory is immediately translated into practical applications based on real cases.

Issues

Customer path mapping
Experience design
Analysis of customer behavior
Process optimization
Measuring satisfaction
Management of points of contact
Designing improvements
CX data analysis
Consistency of experience
Customer loyalty
Change management
Continuous improvement

Benefits

Practical knowledge of customer experience management across different contact channels
Ability to design and optimize customer paths
Knowledge of customer behavior research and analysis methods
Ability to identify and resolve customer service issues
Knowledge of techniques for measuring the effectiveness of CX activities
Of the role of consistent experiences in building loyalty
Ability to implement improvements in the organization

Who is this training for?

Customer experience (CX) managers

Customer service specialists

Service and process designers

Product managers

Marketing and sales specialists

Business process coordinators

Customer experience analysts

Prerequisites

Experience in working with customers
Basic knowledge of business processes
Understand the principles of service design
Analytical skills

Training program

Identification of customer touch points
Analysis of customer needs and expectations
Customer journey map design

Defining customer personas
Designing points of contact
Optimization of service processes
Building consistency of experience

Customer satisfaction survey methods
Identification of problem areas

Change management in the organization

Key performance indicators
Feedback collection systems
Data analysis and reporting
Continuous process improvement

Delivery Methods

Online

Convenience of participating from anywhere
Interactive live sessions with trainer
Materials available for 30 days
No travel costs

On-site

Direct contact with trainer and group
Intensive hands-on workshops
Networking with other participants
Full focus on learning

Frequently asked questions

Who is the Customer Journey Owner - customer path management training for?

This training is designed for professionals looking to develop skills in customer journey owner - customer path management. Required level: intermediate.

How long is the Customer Journey Owner - customer path management training?

The training lasts 2. Available in online or on-site format.

Will I receive a certificate?

Yes — every participant receives a completion certificate confirming acquired competencies. EITT holds ISO 9001 accreditation.

Can this training be conducted for a closed group?

Yes — we offer dedicated closed trainings for companies. We customize the program to your team's needs. Contact us for an individual quote.