Masterclass on customer journey mapping

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Masterclass on customer journey mapping

Hartron Innovation Centre, Gurgaon

Friday, June 28th, 2019
Time : 10:30 am- 01:30 am

Masterclass on customer journey mapping

Why should you be interested in customer journey mapping?

Research Suggests:

  • It can cost 5-25% less to retain a customer than acquire a new one.
  • Companies can increase profits by 25-95% by raising retention rates by as little as 5%.
  • Something as simple as reaching out to customer can reduce customer churn by 10%.

However, organizations still struggle with disgruntled customers despite 90%+ scores on KPIs & positive NPS/CSAT scores and provide incoherent service/product experience to the customers. Organizations are paralyzed by soiled departments & move away from solving customer’s true needs & pain -points.

A CJM is a design thinking tool that helps organizations to solve these issues by:

  • Looking at customer's journey from customer's perspective.
  • Understanding true needs, pain-points & moment-of-truths from customer-lens.
  • Breaking away from 'sale-centric' culture to 'customer-centric' culture.
  • Eliminating organizational biases & bring collabora 3 on to solve the needs of customers.

What are the learning outcomes?

At the end of the program the participants will be able to learn:

  • What is a CJM?
  • What are the components of CJM?
  • How to create CJM?
  • How can CJM be used at your organization?


Any professional who touches & impacts the customer experience:

  • Directly (ex: Service Excellence, Customer Service, Operations, Product Designers, Process Designers etc.)
  • Indirectly (ex: Human Resources, Finance, IT etc.)
Radhika Bhalla Organization Psychologist, Quadrangle Consulting
Date and time
Friday, June 28th,2019 - 10:30 am- 01:30 am
venue / address

Hartron Innovation Centre, Gurgaon


Session is free for members to attend but prior registration is mandatory.

Click here to register.