90 minutes · Live online · Future Skills 101
Uncover the story behind every touchpoint.
People don't want a quarter-inch drill. They want a quarter-inch hole. This session shows you how to map the real story behind every touchpoint, not just the ones on your org chart.
Before you book
Two minutes on what the session actually covers and who it's for.
The problem
A process map shows what your organisation does. A customer journey shows what it feels like on the other side. Those two things are rarely the same.
It's easy to obsess over what a product does and forget what the person is actually trying to achieve.
Every department can optimise its own step and still leave the overall experience disjointed.
The interactions that make or break trust are often invisible until you map the whole journey.
If your customers keep dropping off somewhere you can't quite explain, this is the session that shows you where.
The core idea
The hole, not the drill.
Customer Journey Mapping 101 takes you from foundations, market myopia to jobs-to-be-done, through practical mapping techniques, stages, touchpoints, onstage and backstage, to actionable steps you can apply to a real challenge.
How it works
The 90 minutes are the middle. What happens either side is what makes them stick.
Bring a current challenge if you have one. No formal pre-work, just come ready to map something real.
Optional, before the sessionAn interactive 90 minutes covering foundations, practical mapping techniques and actionable steps, with live Q&A and templates you take away.
90 minutes, live onlineTake your certificate, then bring what you've learned back to your work, or go further with a private session for your whole team.
Optional · ongoingWhat you take away
This is an introduction and it's honest about that. Ninety minutes buys you a working map, which is more than most courses manage in a day.
From market myopia to jobs-to-be-done and service-dominant logic, the thinking behind the method.
101How to map onstage and backstage moments and the emotional journey running underneath them.
101How to spot the interactions that quietly decide whether someone trusts you or leaves.
101Quick research methods you can use on a real project, starting the week after the session.
101Who it's for
What people notice
They notice that you:
And afterwards
Everyone who attends gets a Future Skills Certificate for Customer Journey Mapping 101, shareable on LinkedIn and one tile in a collection that grows as you take more of the series.
If the session opens something up, coaching is there: one-to-one, or with your team, on the journey you mapped. Ask on the day, or get in touch.
Practical details
Want it for your whole team, in your own context? Get in touch.
Dates & booking
Pick a date below, or ask us to schedule one. Confirmation and a calendar invite arrive straight away.
No date is on the calendar for Customer Journey Mapping 101 right now.
Want it for your own team? Every Future Skills 101 course is also available bespoke and in-house on a date that suits you. Get in touch to set it up.