CX Management
Learn & Lunch

The basics of Customer Journey Mapping

6 Apr 2022
Online, Zoom
Beginner - Intermediate
Emma Schalkers

About the coach

Emma Schalkers – our service designer specialist in finding the way to positive impact.

Why this topic?

Customer journey mapping is one of the most common and essential tools in the service design process. It allows you to plot the entire user experience of a service through the eyes of its users.

This way, the customer journey map provides important insights about which areas to focus on when improving your service.

What will be covered in this L&L?

  • Discuss how Koos defines a customer journey map
  • The steps you need to take in order to be able to build a proper customer journey map
  • Share the basic building blocks of a customer journey and some enrichers

What will be the main learnings?

After this Learn & Lunch session, you will understand when a customer journey map is a right tool for your project, and you will have the knowledge to start creating your own!

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