Consumer Pathing Advanced Journey Mapping and Insight Lab

By the end of this course, participants will be able to:
• Explain the role of customer insights in shaping business and customer experience strategies.
• Collect and analyze customer data using qualitative and quantitative methods.
• Develop detailed customer personas that reflect real behaviors, goals, and pain points.
• Map customer journeys across channels and touchpoints for different segments.
• Identify key moments of truth, pain points, and emotional highs/lows in the journey.
• Use journey mapping tools and frameworks to visualize and communicate customer experiences.
• Interpret journey maps to generate actionable improvements and strategic recommendations.
• Collaborate with cross
• functional teams to implement changes based on insights.
• Evaluate the impact of journey mapping initiatives on customer satisfaction and business results.