CXFO New Courses Customer Journey Mapping with Emotions

April 16, 2018


We are starting 2 training courses on 1st May on Customer Journey Mapping with Emotions.


Over the last year I have completely changed our approach to customer journey mapping using new tools and techniques. So I created a new course which gives you everything you need to now to start building Customer Journey Maps with Emotion. It comes in 9 parts.


1 Principals - The key terms of CX and CJM and the definition of important principals

2 Stakeholders - Identifying stakeholders is now the easy part. Getting them to engage and to be part of the development of your CJM is a critical success factor.

3 Telling the Story - Building a storyboard is a vital part of any CJM because of its role in connecting experience and process.

4 Customer Emotional Personas - Defining Customer Persona and how to create personas for emotional states

5 Moments of Truth - What are the key steps in the customers journey and how do they move from channel to channel

6 Mapping Tools - What are the key tools you use in mapping your customer experience

7 Understanding Value - The key principles of Value are broken down into 5 key groups which are at the heart of every emotional decision we make

8 Customer Emotions - How to measure and manage customer emotions

9 Doing it - Doing a journey mapping project tutorial to build a checklist


The courses will be on the brand new platform and chief designer Mitch Beisley will be showing us some tricks on how to use the platform.