Klarheit
Customer Service

Customer Experience Strategy and Journey Mapping

A focused, practitioner led programme that builds real capability in customer service through Customer Experience Strategy and Journey Mapping.

5 daysClassroomOnlineIn House
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Overview

Customer Experience Strategy and Journey Mapping responds to a clear need across business & management, for professionals who can apply sound customer service practice under real world conditions. The programme is structured to build capability step by step, from foundational concepts through to applied practice.

Delegates leave with practical tools, templates and an action plan they can apply as soon as they return to work, along with a stronger network of peers facing similar challenges in customer service.

Course objectives

  • Coordinate cross functional efforts that depend on strong customer service.
  • Review emerging trends shaping the future of customer service.
  • Develop the tools and templates needed to support customer service in practice.
  • Design practical plans that put customer service frameworks into action.
  • Build a personal action plan for applying Customer Experience Strategy and Journey Mapping back at work.
  • Formulate metrics and KPIs to track progress in customer service.
  • Strengthen stakeholder engagement and communication around customer service.

Who should attend

  • Cross functional team members collaborating on customer service projects
  • HR and learning and development professionals supporting customer service initiatives
  • Senior executives shaping organisational strategy around customer service
  • Department heads overseeing customer service functions
  • Graduates and early career professionals entering customer service

Course outline

Module 1: Foundations of Customer Service

  • Receive facilitator feedback on individual and group work
  • Draft a short brief communicating customer service priorities to senior leadership
  • Review sample templates and adapt them for your own organisation
  • Set measurable goals and success criteria for the weeks ahead
  • Examine real world case studies and lessons learned

Module 2: Tools and Techniques for Customer Service

  • Break into syndicate groups to work through a realistic case study
  • Test assumptions through a structured risk assessment exercise
  • Assess the resourcing and budget implications of proposed changes
  • Debate the merits of competing approaches in an open forum
  • Identify common pitfalls and how to avoid them

Module 3: Risk, Governance and Compliance

  • Review recent research and thought leadership shaping customer service
  • Map stakeholder needs and expectations for customer service initiatives
  • Build a personal action plan for immediate use
  • Practice giving and receiving structured peer feedback
  • Map out a communication plan for engaging key stakeholders

Module 4: Planning and Implementation

  • Consider the ethical dimensions of decisions made in customer service
  • Analyse a real organisational setback and extract the lessons learned
  • Discuss how customer service varies across different sectors and regions
  • Compare approaches used across different organisations
  • Work through a short simulation exercise in pairs

Module 5: Technology and Innovation in Customer Service

  • Capture lessons learned and share them with the wider group
  • Evaluate the strengths and weaknesses of common customer service models
  • Role play a difficult conversation relevant to customer service

Module 6: Case Studies and Practical Application

  • Interpret data and metrics used to track customer service performance
  • Translate strategic goals into a practical implementation timeline
  • Draft key performance indicators to monitor progress
  • Close with a personal commitment to three specific actions

Module 7: Action Planning and Implementation

  • Walk through a step by step implementation checklist
  • Review a checklist of quick wins to apply immediately after the course
  • Discuss current trends and the future direction of customer service

Training methodology

  • Combines short input sessions with structured workshop activities.
  • Reinforced with real world case studies drawn from relevant industries and regions.
  • Uses practical templates, checklists and tools that delegates can apply immediately.
  • Delivered through a blend of expert facilitation, structured input and interactive discussion.

Accreditation

Delegates who complete Customer Experience Strategy and Journey Mapping receive a Klarheit Certificate of Completion, recognising the hours of training undertaken and the topics covered. Certificates are issued at the close of the programme and can be used to support continuing professional development records.

Schedule

Upcoming sessions

Choose the city, date and delivery mode that works best for you or your team.

JohannesburgNext
10 Aug 2026 to 14 Aug 2026
USD 3,812Register
Harare
17 Oct 2026 to 21 Oct 2026
USD 2,971Register
Harare
5 Jan 2027 to 9 Jan 2027
USD 2,986Register
Live Online
21 Mar 2027 to 25 Mar 2027
USD 3,070Register
Victoria Falls
22 May 2027 to 26 May 2027
USD 3,033Register
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Course

Customer Experience Strategy and Journey Mapping

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