⚠️ Important HRD Corp Update: Effective 15 June 2026 onwards all grant approvals MUST be obtained at least 14 calendar days before the training commencement date.
⚠️ Important HRD Corp Update:Effective 15 June 2026 onwards all grant approvals MUST be obtained at least 14 calendar days before the training commencement date. ⚠️ Important HRD Corp Update:Effective 15 June 2026 onwards all grant approvals MUST be obtained at least 14 calendar days before the training commencement date.
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Customer Experience Skills

Customer-Centric Design: Customer Journey Mapping Fundamentals

3-Day Course l 100% HRDC Claimable

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Course Introduction

Service professionals should recognize that Customer Journey Mapping (CJM) is a dynamic process that requires continuous learning, adaptability, and a commitment to improving customer centricity and the overall Customer Experience (CX).

This 3-day training is designed to instill a customer-centric mindset among the different stakeholders and departments in the service process. It focuses on developing an understanding of customer insight and how to develop actions that engage and customer where it counts.  The customer experience and its importance in driving customer success are highlighted in the complex processes of financial institutions.

Learning Objectives

  • To learn the fundamentals of CJM.
  • To develop a deep understanding of customer experience and its impact on business growth.
  • To cultivate a customer-centric approach in all interactions and processes.
  • To enhance communication and problem-solving skills to better serve customer needs at various stages of the customer journey.
  • To equip participants with practical tools and techniques for delivering exceptional customer experiences.

Training Modules

Module 1: Foundations of Customer Experience and Customer Journey Mapping 

Module 2: Communication and Empathy Across the Customer Journey

Module 3: Mapping Tools and Techniques to Collect, Measure and Analyze Data

Module 4: Customer Journey Mapping – Hands-On

Module 5: Moving Forward – Continuous Improvement Strategies

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or Chat with us LIVE

Target Audience

For Service Team, Individuals from supporting departments, Any other individuals involved in Service, Escalation and Complaint processes.

Training Methodology

This course can be conducted Physically and Online.

Physical Training Methodology
Interactive and experiential — participants learn through group activities, role-plays, discussions and real workplace scenarios.
The trainer will provide live guidance and immediate feedback
to strengthen understanding and practical application.

Online Training Methodology
Engaging and structured — participants join live discussions, breakout rooms, polls and scenario-based activities. Clear visuals and guided facilitation ensure interactive learning and effective application from any location.

Customization

Your talents development comes first. That’s why we tailor every course outline to fit your goals and close any existing skill gaps.

Duration
Flexible learning options from half a day to a 3-day sessions (and beyond)

Content
100% customizable modules to match your organisation’s exact training needs

Methodology
Delivered in your preferred format, be it physical, online or a blended approach

Request for a Quotation
or Chat with us LIVE

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