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Lynda - Customer Experience: Journey Mapping - 748569
Lynda - Customer Experience: Journey Mapping
If you strive for a customer-centric culture, you have to understand the customer's journey—every step of the way. Customer journey mapping is a powerful way to find pain points and opportunities in your customer experience. This course gives organizations a resource to plan their entire customer service program, and create maps that reflect each of the customer's touchpoints with your company. Certified Customer Experience Professional (CCXP) Jeannie Walters shows how to set up a customer journey mapping program for success, introduces tools and techniques to execute the journey mapping process, and explains how to go deeper to test your understanding and take action.


Table of Contents

  • 1. Customer Journey Mapping 101
  • 2. Prepare to Map the Customer Journey
  • 3. Build Your Customer Journey Map
  • 4. Use Your Customer Journey Map
  • Conclusion
  • Lynda - Customer Experience: Journey Mapping


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