Customer Journey Mapping Course
Build the skills to truly understand customer needs, map meaningful journeys, and fix the root causes behind broken experiences.
After this course, you'll be able to:
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Describe how your customers are not like you and cite several ways to understand what your customers really need
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Explain why customer journeys are important, and create an effective journey map
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Define the experience ecosystem, its importance, and the risks of changing it without proper analysis
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Develop an in-depth understanding of the root causes of your customer experience issues
Prior to this course, you should have general knowledge of:
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What customer experience is
02
Who is responsible for creating great customer experiences and solving customer problems
Instructor
Kerry Bodine
CEO
Kerry Bodine’s book, Outside In: The Power of Putting Customers at the Center of Your Business, helps leaders understand the financial benefits of great customer experiences — and how to deliver them. In 2014, she founded Bodine & Co., a consulting firm that blends human-centered design with AI strategy to help organizations innovate and adapt. She’s a sought-after keynote speaker at conferences and corporate events worldwide, inspiring leaders to see change as an opportunity to deepen the value they provide. Kerry’s insights have been featured in The Wall Street Journal, Harvard Business Review, Fast Company, Forbes, and USA Today. She holds a master’s degree in human-computer interaction from Carnegie Mellon University.
Course curriculum
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Welcome
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Course overview
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About your instructor
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About course modules
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Homework assignments
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MODULE A: Understanding Your Customers: Talk Less, Listen More!
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Module A Assessment
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Module A Assignment + Discussion Guide
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MODULE B: The Customer Journey: What It’s Really Like To Be Your Customer
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Module B Assessment
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Module B Assignment, Examples, + Discussion Guide
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MODULE C: The Experience Ecosystem: Behind The Scenes Of Your Customer Experience
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Module C Assessment
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Module C Assignment + Discussion Guide
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MODULE D: Root Cause Analysis: A Simple Question Yields Valuable Insights
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Module D Assessment
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Module D Assignment + Discussion Guide
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About this course
- $149.00
- 17 lessons
- 1 hour of video content
Flexible options for individuals and teams.
Individuals
Get immediate access — start learning today!
$ 149
- One time payment.
- Watch 24/7. Anywhere. Anytime
- Instant access to the full course
- Access to templates and tools
- Certificate of completion
Teams & Organizations
Equip your team with shared frameworks for evaluating and developing your organization's CX initiatives
Inquire
- Team enrollment and seat management
- Admin dashboard and reporting
- Progress tracking across learners
- Shared frameworks for evaluating AI initiatives
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"SPOT ON! I love how Kerry brings these big messages into understandable, bite-sized chunks for anyone who may be new to the CX world — or for teams who need a refresher."
Marlin Webster
SGI
Mike Dyer
Intel
Among all the partners I’ve worked with, Kerry’s facilitation methods are the best. She offers a valuable shortcut to a more customer-centric workforce and culture.
Wendy Liu
Amerigas
There isn’t a day that I don’t use what Kerry shared and taught me during our engagement.
Bob Ness
The Mosaic Company
Kerry’s virtual sessions were engaging, fun, and productive. Our work with her ignited a companywide cultural shift.