Customer Experience: Journey Mapping
This course focused on building a customer-centric culture by understanding and improving every step of the customer experience. Taught by Certified Customer Experience Professional (CCXP) Jeannie Walters, the course provided tools and techniques for creating detailed journey maps that highlight customer touchpoints, identify pain points, and uncover opportunities for improvement. It emphasized the importance of collaborating with key stakeholders to validate insights and gather feedback, understanding critical “moments of truth” that shape customer perceptions, and following a structured process to develop and refine journey maps that drive meaningful action.