Digital Customer Experience: Personas and Journey Mapping - Live Online - begins November 16, 2023

November 16th - 9 AM to 5 PM ET
Buy before Your Rate Full Rate Savings
Oct. 16$795.00$895.00$100.00
Nov. 16$895.00$895.00$0.00
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Digital customer experience is all about creating the best possible experience for your customers when they interact with your brand online. It's about understanding their needs and expectations, and then designing and delivering an experience that meets or exceeds those expectations.

To do this, you need to start by understanding your customer personas - who they are, what they want and need, and how they like to interact with brands online. Once you understand your personas, you can start mapping out their journeys - the path they take from awareness to purchase and beyond.

This is a hands-on course where you will build personas and journey maps. Another activity in the course will be discussing the major pitfalls to avoid and some common misconceptions around DCX and "persona's."

This course will teach you everything you need to know about digital customer experience, from persona development to journey mapping to prototyping and agile deployment. You'll come away with a solid understanding of the key principles of DCX, and how to apply them in your own organization and a practical road map (including a quantifiable business case) for success in digital customer experience.

Preview this course below.

Course Outline:

  • Introduction: What is CX and what is DCX?
  • The business case for DCX
  • Where to start
  • Techniques:
    • Customer Journey Mapping
    • Personas
    • The central role of BPM
    • The linkage to technology
  • Common misconceptions
  • Skills needed and gaps
  • Accountability
  • Summary

Unique Value of Course:

This course presents a balanced combination of theoretical and practical information. Participants will develop skill in customer journey mapping, gain insight into the infrastructure to continuously improve customer experience, and cultivate an appreciation of best practices and key pitfalls to avoid. 


  • Understand how to gather customer’s views on their experience
  • Be able to rapidly and effectively model/map the customer journey
  • Understand how to present the customer journey map in a compelling way
  • Understand how to identify opportunities for improvement 
  • Be able to apply critical success factors in process analysis and design

Target Audience / Who Should Attend:

  • Executives
  • Senior Managers in Operations and IT
  • Business Process Managers
  • Business Process Analysts
  • Business Analysts
  • Business Architects
  • Project managers

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Sharable, Printable Digital Credentials

Digital Customer Experience Badge

Short Preview (1-5 mins)

Ways to save

  1. Save $195 on your first eLearning course. Use discount code FIRSTCOURSE at checkout.
  2. Upgrade to Pro to save 15%
  3. Upgrade to Corporate to save 25%
  4. Save a bundle on one of six certificates. Choose between four flexible packages

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Need help choosing courses?

This training course is part of an eight-course Learning Path.

Learning Paths

Use the Learning Paths guide for easy course selection. When you complete eight courses, you will earn your BAIPSM.

Course Availability

This course is available via the following methods:

Face-to-Face Events


Live Online


On Demand


Available In-House or Private Live Online

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If you wish to make a purchase today and experience an error with the shopping cart, you can place your order over the phone. Please contact us at (508) 475 0475 x15 or toll-free within the U.S. at (855) 300-2686 x15.