This course covers everything that I wished I knew when Ifirst started journey mapping - I'm hoping to spare you some of the confusion that Iwent through by showing you the end-to-end process of researching and mapping your customers' journeys.

Have you, or the business you work for, ever let down your customers when they've purchased one of your products or used your service? Do you want to know in what ways you let them down? Do you also want to increase your company's customer loyalty by showing them that you care and actually listen to them?If yes, customer experience is for you! I will walk you through the fundamentals of something called the Customer Experience process so that you can uncover where customers like yours struggle (as well as the parts of your business they like). Then I'll show you how to convey this information in a way that everyone can understand and relate to - something that puts customers' lives front and center instead of in business silos. This is by using what is called a Customer Journey Map to tell the story of an individual Persona. You'll also have a better chance of convincing your business that solving these problems is important because both the Map and Persona will be based on rock-solid research and data.

Please note that this course focuses on business-to-consumer (B to C) mapping as opposed to business-to-business (B to B) mapping.