Mapping and Analyzing Customer Journeys

Skillsoft issued completion badges are earned based on viewing the percentage required or receiving a passing score when assessment is required. In today's rapidly evolving digital landscape, understanding your customers' experiences is more crucial than ever. This course is designed to equip you with the essential skills to map and analyze the customer journey, helping you enhance customer experiences and drive meaningful digital transformation within your organization. In this course, you'll learn about the importance and benefits of customer journey mapping and the critical factors that influence customer satisfaction and loyalty. You'll also learn how to define clear objectives and assemble a cross-functional team to guide the journey-mapping process. You'll explore the steps to draft a comprehensive customer journey map and how to refine and validate the journey map. Finally, you'll discover how to prioritize actions based on the journey map and the importance of regularly updating your map to stay aligned with evolving customer behaviors and expectations.