Customer Experience Journey Redesign Training Course

Name: Customer Experience Journey Diagnosis and Redesign Training Course
Availability: InStock

Equip CX and service design leaders to diagnose journey evidence, prioritize friction, and prototype coordinated future-state improvements.

Customer Experience Journey Redesign Training Course

At a glance

Duration: 5 days
Format: Classroom
Cities: London, Abu Dhabi, Dubai, Doha, Nice, Baku and more
Next session: 19 – 23 October 2026, London
Average fee: 5,800 €

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Customer Experience Journey Diagnosis and Redesign Training Course

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Overview

Customer Experience Journey Diagnosis and Redesign Training Course is a five-day advanced course for customer experience managers, service design leads, journey owners, contact-center leaders, and improvement teams who leave with a CX Journey Redesign Portfolio. Participants combine end-to-end customer experience evidence, Voice of Customer insight, current-state journey mapping, moments that matter, experience measurement, and future-state service design to prioritize cross-functional changes. Agile Leaders Training Center connects customer journey diagnosis with disciplined experience redesign.

Who Should Attend

Customer experience teams responsible for journey performance and improvement priorities
Service design teams responsible for translating insight into future-state interactions
Journey owners responsible for outcomes across channels and departments
Contact-center leaders responsible for experience evidence and recurring friction
Cross-functional improvement teams responsible for coordinated service changes

The course assumes participants already manage customer journeys, service evidence, or improvement work and leaves out general customer service, complaint handling, brand campaigns, and certification preparation.

Departments and Industries

The course supports departments and industries that improve experiences across connected channels, processes, and service moments.

Customer experience, service design, operations, and digital channels
Banking, insurance, telecommunications, and technology services
Retail, e-commerce, hospitality, and travel
Healthcare services, education services, and public-facing services
Logistics, utilities, facilities, and professional services

Learning Objectives

By the end of this course, participants will be able to:

Apply service-excellence principles to journey diagnosis
Analyze Voice of Customer and operational evidence
Build current-state journey maps with moments that matter
Evaluate experience measures and priority gaps
Use service design tools for future-state journeys
Prioritize owners, experiments, and a CX improvement roadmap

Course Agenda

Day 1: Experience Scope and Evidence

ISO 23592:2021 Service Excellence Principle Map
Experience Scope and Outcome Canvas
Customer Persona Evidence Profile
Touchpoint and Channel Inventory
Journey Evidence Collection Plan

Day 2: Current-State Journey Diagnosis

Current-State Customer Journey Map
Moment-of-Truth Identification Grid
Pain Point and Friction Register
Frontstage and Backstage Service Blueprint
Journey Gap Diagnostic Matrix

Day 3: Voice and Measurement

Voice of Customer Source Architecture
Feedback Theme Coding Method
Customer Need and Expectation Matrix
Journey Experience Measure Tree
Insight Confidence and Bias Check

Day 4: Future-State Redesign

Problem Framing and Opportunity Statement
Experience Improvement Prioritization Matrix
Future-State Journey Map
Service Concept Prototype Card
Cross-Functional Ownership Map

Day 5: Journey Redesign Practice

Exercise: Diagnose a Multichannel Journey
Exercise: Synthesize Voice and Operational Evidence
Exercise: Prototype a Future-State Service Moment
Exercise: Sequence Measures, Owners, and Experiments
Capstone: CX Journey Redesign Portfolio

Practical Exercises

The course uses banking, retail, healthcare, and travel cases to connect customer evidence with journey and service redesign decisions.

Suggested activity: map a current-state onboarding journey and distinguish customer actions, touchpoints, backstage work, and friction.
Suggested activity: combine feedback themes and operational signals to test an experience problem statement.
Suggested activity: compare improvement options by customer impact, feasibility, evidence confidence, and cross-functional dependency.
Suggested activity: prototype a future-state service moment and define measures, owners, and a learning experiment.

FAQs

Who suits customer experience journey diagnosis and redesign training, and what does it assume?

Customer experience managers, service design leads, journey owners, contact-center leaders, and improvement teams suit the training; it assumes responsibility for journeys, service evidence, or improvement work.

How does customer journey redesign training differ from general customer service training?

Customer journey redesign training addresses end-to-end evidence, touchpoints, backstage processes, measures, and cross-functional changes, while general customer service training develops individual interaction and communication skills.

How does Voice of Customer evidence support customer journey diagnosis?

Voice of Customer evidence reveals recurring needs, expectations, friction, and moments that matter when it is combined with operational data, journey context, and a clear confidence check.

What makes a future-state customer journey actionable?

An actionable future-state customer journey links proposed interactions to customer needs, backstage processes, owners, dependencies, measures, and testable service changes.

How should customer experience improvements be prioritized?

Customer experience improvements should be prioritized through evidence strength, customer impact, journey importance, feasibility, dependency, ownership, and the ability to test the proposed change.

Conclusion

Participants leave with a CX Journey Redesign Portfolio containing scope, persona, journey, blueprint, Voice of Customer, measurement, prioritization, prototype, ownership, and roadmap artifacts. The portfolio turns scattered evidence into coordinated experience decisions. It also gives teams a practical basis for testing and governing journey improvements.

credits: 5 credit per day

Course Mode: full-time

Provider: Agile Leaders Training Center

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Showing 61-74 of 74 events

Location	Dates	Duration	Mode	Price
Manama	Week 31, 2027 8 – 12 August 2027	5 Days	Onsite	€4,700
Zanzibar	Week 31, 2027 8 – 12 August 2027	5 Days	Onsite	€5,500
London	Week 33, 2027 16 – 20 August 2027	5 Days	Onsite	€5,700
Abu Dhabi	Week 33, 2027 16 – 20 August 2027	5 Days	Onsite	€4,700
Barcelona	Week 34, 2027 23 – 27 August 2027	5 Days	Onsite	€5,700
Vienna	Week 35, 2027 30 August – 3 September 2027	5 Days	Onsite	€5,700
Kuala Lumpur	Week 36, 2027 6 – 10 September 2027	5 Days	Onsite	€5,200
Munich	Week 36, 2027 6 – 10 September 2027	5 Days	Onsite	€5,700
Cairo	Week 37, 2027 13 – 17 September 2027	5 Days	Onsite	€4,100
Istanbul	Week 38, 2027 20 – 24 September 2027	5 Days	Onsite	€4,500
Milan	Week 39, 2027 27 September – 1 October 2027	5 Days	Onsite	€5,700
Lisbon	Week 39, 2027 27 September – 1 October 2027	5 Days	Onsite	€5,700
Amman	Week 39, 2027 3 – 7 October 2027	5 Days	Onsite	€4,100
Amsterdam	Week 41, 2027 11 – 15 October 2027	5 Days	Onsite	€5,700

Frequently asked questions

What does this course cover?

OverviewCustomer Experience Journey Diagnosis and Redesign Training Course is a five-day advanced course for customer experience managers, service design leads, journey owners, contact-center leaders, and improvement teams who leave with a CX Journey Redesign Portfolio. Participants combine end-to-end customer experience evidence, Voice of Customer insigh…

Are training dates available?

Yes. Available dates and destinations are listed in the course dates section on this page.

How can I register?

Choose an available date on this page and complete the registration form, or send a programme enquiry.

Can I download the course brochure?

Yes. Use the brochure download link provided on this page.

Customer Experience Journey Redesign Training Course