Customer Journey Mapping Fundamentals (Melbourne)

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Customer Journey Mapping Fundamentals (Melbourne)

February 6 @ 9:00 am - 5:00 pm


Customer Journey Mapping Fundamentals


There is no question that Customer Experience is becoming the new battleground for business success. Underpinning that success is understanding the ‘Customer Journey’ to identify areas for improvement.

Customer journey maps are essentially like roadmaps that detail what your customers experience before buying or using your product or service—starting from awareness, moving through consideration, and all the way up to the actual point of interaction(s).

Our Customer Journey Mapping Fundamentals will course will teach you the fundamentals of Customer Journey Mapping enabling you to build useful and practical customer journey maps that identify the experiences, pain points and moments that matter for your customers and how to use that insight to improve your business.

Course Agenda

Across eight powerful modules, our one day course will provide you with the insights and tools you need to create and champion customer journey maps for your business.

  • Why customer experience matters

    Understand why a focus on customer experience is critical to business success

  • Journey Mapping Introduction

    Develop an understanding of what is involved in creating a journey map, what its used for and why it’s so important.

  • Building Customer Understanding

    Learn how to develop a deep customer understanding as a prerequisite for journey mapping.

  • Journey Mapping Template

    Start using a journey mapping template to create a map of an experience.

  • Customer Emotions

    Understand why identifying and targeting customer emotions is critical to success.

  • Moments that Matter

    How to identify the critical moments in an experience.

  • Metrics

    Learn why having the right customer experience metrics is important in creating journey maps.

  • Conclusion

    Bringing it all together and finalising a journey map and improvement program.

About your Trainer

This course is delivered by Shane Goldberg, who has over 20 years of experience helping businesses with their customer experience, strategy and business improvement focus.

With an MBA from Melbourne Business School and BSc/BEng from the University of Melbourne, Shane now runs his own consulting business, CustCore Consulting, using his proprietary tools and frameworks to help businesses understand, and deliver better customer experiences that deliver measurable improvements.

Key course outcomes:

  • Build useful and practical customer journey maps related to their business
  • Use customer journey maps to identify the experiences, pain points and moments that matter for their customers
  • Determine ways to improve customer experience through the use of customer journey maps
  • Target for improvement the critical moments in the customer journey

This course is perfect for:

  • Businesses looking to improve the customer experience delivered in their organisation.
  • Businesses needing a way to understand the experience they are delivering to customers.
  • Individuals wanting to learn how to design and deliver great experiences to customers.
  • Individuals accountable for delivering improvements in business outcomes through a focus on customers.

What’s included:

  • A full day of training with Shane Goldberg.
  • All course takeaways (Customer Journey Mapping template, workbooks etc).
  • Fully catered with morning tea, lunch and afternoon tea.
  • Coffee and water will be available throughout the day.
  • Professional training environment in a great location (near Flinders Street Station)

Hurry! Customer Journey Mapping courses are in high demand and Shane is the best in the business so book early to avoid missing out!

This course starts in:

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Special Offer: Save $100 off this course for a strictly limited time.

Use the coupon code OFF100 to apply the discount at Checkout.


Suitable for:
2IC/Team Leaders, Managers, Executives, Quality Assurance Roles
Start Time
All day


DoubleTree by Hilton
270 Flinders Street
+61 3 9654 6888


CX Skills
+61 3 9008 7287

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