Customer Journey Mapping Workshops
Thinking about revisiting customer journey mapping to improve customer experience and satisfaction? Listen to the NotebookLM AI podcast overview of our train-the-trainer workshops here or keep reading below: https://www.youtube.com/watch?v=yVE6EVkdpGQ
Our 3 part workshop will help you:
Select the key journeys to start with...
Co-build your first journey with best practices...
Take away all the resources needed to be self sufficient long after your program ends.
Our workshops are led by Julian Murray—who brings years of hands-on experience at top tech firms like Salesforce and Segment— and promise more than just theory. This program is unique and an immersive, practical approach that helps you and your organisation become true CJM (Customer Journey Mapping) experts.
Below is a summary of the key aspects of our program, and why they matter for any CX leader aiming to level up their customer experience strategy.
1. Why Customer Journey Mapping Matters
Everyone’s heard the buzz around “customer journey mapping,” but it’s about more than just creating a pretty diagram. A well-executed CJM:
Identifies Pain Points: By looking at each interaction from the customer’s perspective, you uncover friction that might seem invisible from an internal viewpoint.
Highlights Opportunities for Growth: With better insights come better decisions—onboarding processes, support touchpoints, and repeat-purchase paths can all be improved.
Drives Tangible Results: The goal isn’t just to make customers feel good; it’s to strengthen loyalty, boost revenue, and create sustainable brand affinity.
“It’s like seeing your business through the customer’s eyes, understanding their emotions, motivations, and frustrations at every stage.”
2. Inside the “Train the Trainer” Workshop
Hands-On, Cohort-Based Learning
Journey Mapper’s new program is available either as an open workshop (where you join a cohort of like-minded CX professionals) or a dedicated course for your business alone. Julian Murray leads these sessions, ensuring you don’t just watch slides but actually build a working CJM throughout the program.
Real-World Focus
The workshop isn’t theoretical—participants pick a key customer journey within their organisation, define personas, and assemble a functional map. There’s dedicated time between workshops to apply the insights, refine the map, and get feedback. By the end, you have:
A completed CJM addressing your actual business case
The know-how to facilitate CJM sessions back in your own organisation
Why This Cohort Model Works
One big highlight: you’re not stuck going it alone. You learn alongside peers facing similar CX challenges—everyone shares tips, mistakes, and breakthroughs. As one panel speaker noted:
“We see the workshop as more than training—it’s about forming an internal CJM ‘team.’ You leave with skills to keep this alive long after the sessions end.”
3. Breaking Down the 5 Steps
The panel walked through the five core steps to building an effective CJM, all of which Journey Mapper’s workshop covers:
Scope Your Map
Identify which journey matters most—onboarding, service issue resolution, repeat purchases, etc. Use your organizational objectives and customer data to pick the right focus.
Gather Real Data
Go beyond assumptions. They recommend customer interviews, surveys, and even direct observation. As the panelists said, “It’s about combining qualitative and quantitative insights to get the full picture.”
Define Personas & Analyse Findings
Instead of broad demographics, create story-like personas that capture motivations and pain points. This sets the stage for truly targeted mapping.
Build Your CJM
Map out each touchpoint visually—where does the customer feel delighted, frustrated, or confused? Tools like sticky notes, digital whiteboards, and specialised CJM software can help keep it collaborative.
Turn the Map into Action
Present your map, share it across teams, and—crucially—implement improvements. This is where many CJMs fail: they gather dust. Journey Mapper stresses governance frameworks, ongoing reviews, and cross-department alignment to keep the CJM alive and evolving.
4. Key Workshop Highlights & Best Practices
Engaging Workshops Over Dry Lectures
“Creating a safe, collaborative space where people can really open up” is a central theme to our workshops. Icebreakers, visual aids, and inclusive facilitation encourage full participation, ensuring your map represents multiple viewpoints—not just management’s assumptions.
Integrating Customer Feedback Constantly
Participants are encouraged to talk directly to customers or even “mystery shop” their own processes. Why? Because there’s no better way to see your brand “warts and all” than stepping into the customer’s shoes.
Balancing Analog & Digital Tools
Sticky notes are great for brainstorming, while digital platforms help you track and refine the CJM over time. The workshop covers how to find the right mix.
Iterative, Not One-and-Done
Another major takeaway: you don’t just create a map and walk away. A CJM is a “living document.” As your product evolves, or as you gather more data, you iterate on the map—much like you’d iterate on product features.
5. Final Thoughts: Becoming a CJM Champion
What sets Journey Mapper’s course apart is how it moves beyond basic instruction:
You’re building a real, functional CJM—not a hypothetical exercise.
You learn facilitation skills—so you can lead your own workshops, not just attend them.
You gain organisational buy-in—the program teaches you how to communicate CJM insights in a way that sparks meaningful change.
“You walk away not just with a Customer Journey Map (CJM), but with the confidence to keep refining it and driving better customer experiences across your entire organisation.”
Ready to Train Your Team & Transform Your CX?
If you’re looking to embed customer journey mapping into your organization for the long haul, Journey Mapper’s Customer Journey Mapping: Train the Trainer program might be the perfect fit. Whether you join an open cohort or schedule a dedicated in-house workshop, you’ll gain:
A proven framework for identifying pain points & growth opportunities
Hands-on experience mapping a critical journey for your business
Practical facilitation skills to rally cross-functional teams
Ongoing support to ensure your CJM remains a living, evolving asset
