A company that maps its customer journey meticulously and has never once mapped the journey of the people serving that customer will eventually lose the people, and then the customers. This course stood out because it applies one powerful method to customers, candidates, and employees, teaching you to find the process failures hiding behind bad experience scores.

This Course Offers

• A complete framework for experience management: You will learn to own, audit, and build the strategy, standards, and metrics for customer experience.
• Practical skills in journey mapping and auditing: You will build journey maps for customers, candidates, or employees, and find the specific touchpoint that breaks the experience.
• Knowledge of survey design and metrics: You will choose between NPS, CSAT, CES, and first-contact resolution, and design surveys that produce analysable data.
• Expertise in process optimization and escalation: You will find the process failure behind a bad score, set service standards, and handle escalation without losing the relationship.

Why We Love This Course

1. It takes a holistic view of experience. The course applies the same method to customers, candidates, and employees. You can tell it understands that these experiences are deeply connected.
2. It focuses on process, not blame. The course teaches you to look at the process rather than blame the front line. This practical, systems-thinking approach is invaluable.
3. It covers the full experience toolkit. The course includes journey mapping, service standards, survey design, reporting, 5S, five whys, and SIPOC. This breadth ensures you have a complete skillset.
4. It is taught by an experienced practitioner. The instructor has built the people system at a unicorn company and has trained over 150,000 professionals, bringing deep, practical expertise to the course.

Experience management is a critical driver of retention and business results, and this course provides a clear, practical path to mastering it. It is backed by a money-back guarantee if it does not meet your expectations.

• This course is perfect for managers who own a customer-facing team and its numbers.
• It is ideal for leaders whose satisfaction score dropped and who need to know where.
• The course is also great for operations specialists, people and talent professionals, and service leaders.

• Responsibility for an audience, such as customers, candidates, or employees, is recommended.
• No prior experience-design background is required, as journey mapping starts from zero.
• Access to whatever feedback data your organization already collects is helpful.

Interested in exploring more lessons? Check out our full course library to continue building your skills and advancing your learning journey.