Process-oriented Customer Journey Mapping

Learn how to align your internal processes in a customer-oriented manner

Objectives

The aim of this seminar is to impart in-depth knowledge of Customer Journey Mapping as well as its transfer and practical application in a process-oriented organizational environment. The participants learn how to create customer journey maps and derive customer strategies from them - always from the customer's perspective (both in context to B2C and B2B).

The seminar Process-oriented Customer Journey Mapping can be conducted as blended learning or as an 100% digital training.

The participants complete an e-learning course consisting of 4 modules - flexible in terms of time and location - and learn the practical application using exercises and practical examples in a one-day intensive training classroom training (blended learning) or as an online seminar (digital).

The e-learnings are available to participants for a period of 3 months after receiving access to the BPM&O E-Learning Plattform.
The online training takes place using the interactive platform BPMO.digital . To participate, you need a computer with a microphone installed and stable internet access. We also recommend an installed camera and a headset (not necessary).

Target group

Managers and employees who want to drive forward the topic of customer orientation
Managers and employees Organization
Managers and employees Corporate and Personnel Development
Managers and employees from all divisions with customer contact
Managers and employees Process Management

Content

E-Learning "Perspective change and Customer Journey Mapping" (30-45 min.)
E-Learning "Customer Journey Mapping activities and touchpoints"(30-45 min.)
E-Learning "Process Management Basics" (45-60 min.)
E-Learning "Merging Customer Journey und business processes" (30-45 min.)
Exercises
Practical examples
Transfer / exchange

Please note

The open seminar dates are only available in German. We offer the conduct of this seminar in English as in-house training. For further information, please do not hesitate to contact us!