Customer Experience Design: Creating Seamless Journeys

This course focuses on the principles of customer experience design, enabling participants to create seamless and positive customer journeys. Participants will learn how to map customer touchpoints, identify pain points, and design service solutions that exceed customer expectations. The program emphasizes a customer-centric approach to service design, incorporating feedback and data to optimize the customer experience.

Target Audience: Customer experience managers, product managers, marketing professionals, and anyone involved in designing or improving customer interactions.

Module 1: Introduction to Customer Experience Design

• What is CX and why it matters in today’s economy

• Differences between CX, UX, and customer service

• The business impact of good vs. poor customer experience

Module 2: Mapping the Customer Journey

• Journey mapping fundamentals

• Identifying all key touchpoints (digital, in-person, support, etc.)

• Visualizing emotions, goals, and pain points across the journey

• Tools and templates for mapping current and future-state journeys

Module 3: Understanding Customer Needs and Expectations

• Developing customer personas and empathy maps

• Conducting qualitative and quantitative customer research

• Using voice-of-customer data and customer feedback loops

• Identifying unmet needs and innovation opportunities

Module 4: Pain Point Analysis and Service Redesign

• Prioritizing high-friction touchpoints

• Root cause analysis of poor experiences

• Co-creating solutions with internal teams and customers

• Designing experiences that are intuitive, consistent, and emotionally resonant

Module 5: Channel Optimization and Seamless Integration

• Creating omnichannel experiences that feel effortless

• Reducing handoff friction between departments or platforms

• Designing for mobile, digital, and in-person consistency

• The role of AI, automation, and personalization in CX

Module 6: Measuring and Improving the Customer Experience

• Defining key metrics (NPS, CSAT, CES, etc.)

• Building dashboards and feedback loops

• Turning insights into actionable improvements

• Implementing a culture of continuous CX improvement

Module 7: Experience Design Innovation and Best Practices

• Case studies of exceptional CX transformations

• Design thinking applied to customer experience

• Inspiring cross-functional collaboration for CX success

• Future trends in CX (AI, predictive personalization, real-time service updates)

Module 8: Capstone Project – Designing Your Ideal Customer Journey

• Participants will redesign a real or hypothetical customer journey

• Apply all tools and concepts: mapping, persona development, pain point resolution

• Peer presentations and group feedback

• Final evaluation and action planning for implementation at work

Materials Provided:

• Customer Journey Mapping templates (digital & printable)

• Persona development worksheets

• Sample dashboards and KPI trackers

• Slide deck and reference materials

• Access to additional CX toolkits and case studies