Customer Journey Mapping Course
Find where customers encounter friction and which teams can resolve it. This two-day customer journey mapping course in Malaysia connects personas, touchpoints and service blueprints to a prioritised improvement roadmap with owners and measures.
Course overview
Customer journeys cross teams, channels and processes. This programme gives participants a structured way to map that experience, identify friction and align improvement work around the moments with the greatest impact. Through guided mapping, practical examples and group discussion, participants connect customer expectations with operational decisions and measurable service outcomes.
Programme: Mastering Customer Journey
What you will learn
- Build an evidence-based customer journey map from awareness through advocacy.
- Identify customer needs, emotions, pain points and moments that matter.
- Connect front-stage experiences with the processes and teams behind them.
- Prioritise improvements and define useful measures for customer experience.
Course outline
Explore the 5 modules covered in the programme. The sequence and emphasis can be tailored to participant needs.
Customer journey foundations
Journey thinking, customer expectations, personas and the difference between touchpoints and complete experiences.
- Distinguish individual touchpoints from the full customer journey across teams and channels.
- Use customer expectations, goals and personas to frame the experience being examined.
- Define the journey scope and connect it to customer and business priorities.
Mapping the current journey
Stages, goals, actions, channels, emotions and evidence across the customer lifecycle.
- Map the stages, actions, channels and emotions in the current customer experience.
- Bring together available evidence to describe what happens at each stage.
- Identify the teams and hand-offs that shape the journey across the customer lifecycle.
Pain points and moments of truth
Finding friction, service gaps, hand-off failures and the interactions that shape trust.
- Locate pain points, service gaps and hand-off failures along the journey.
- Examine moments of truth that influence satisfaction, confidence and trust.
- Separate visible symptoms from the operational issues that need attention.
Service blueprint and ownership
Linking customer-facing moments to people, processes, systems and accountable owners.
- Link customer-facing interactions to supporting people, processes and systems.
- Use a service blueprint to clarify dependencies between front-stage and internal work.
- Assign ownership so that journey improvements can move across departmental boundaries.
Measurement and action planning
Selecting useful indicators, prioritising opportunities and creating a practical improvement roadmap.
- Choose indicators that reflect customer experience and operational performance.
- Prioritise opportunities by their customer benefit and business value.
- Translate findings into an improvement roadmap with owners and review measures.
A prioritised journey improvement roadmap
Trainer explanation, guided application and discussion connect the module topics to practical workplace situations. The final emphasis is on applying the methods in your own role or team.
Who this course is for
Customer experience teams, service leaders, marketing professionals, operations managers, product teams and business owners.
Before you join
Choose one customer journey, such as an enquiry or a service request, and consider where it starts and ends. An anonymised feedback example or process outline can help you discuss customer expectations, hand-offs and service gaps. Confirm any requested materials with ISDS.
How to join this Customer Journey Mapping course in Malaysia
Looking for customer experience training that goes beyond theory? This hands-on customer journey mapping workshop helps service, marketing and operations teams map real customer journeys and agree on the improvements that matter most.
Kursus Pemetaan Perjalanan Pelanggan (Customer Journey Mapping) di Malaysia
Kursus 2 hari untuk pasukan pengalaman pelanggan, perkhidmatan, pemasaran dan operasi. Peserta memetakan titik sentuh pelanggan, mengenal pasti jurang perkhidmatan dan membina pelan penambahbaikan dengan service blueprint. Kursus ini ditawarkan sebagai kelas awam atau latihan dalaman (in-house) untuk organisasi anda. Kursus ini boleh dituntut HRD Corp (dahulunya HRDF); tuntutan diuruskan melalui rakan kongsi kami, Orange Revolution.
Get the full course brochure
View the full outline, learning outcomes and learning approach in the PDF, download a copy, or have it emailed to you.
Questions about Customer Journey Mapping
What will I include in a customer journey map?
Map the stages from awareness through advocacy, with customer goals, actions, channels and emotions at each stage. Use available evidence to identify pain points and moments that matter, then connect these to the teams and processes involved.
Is this course suitable for customer service and marketing teams?
Yes. The programme is designed for customer experience, service, marketing, operations and product teams, as well as business owners. The focus is the complete customer experience across these functions.
How is journey mapping different from a service blueprint?
The journey map describes the customer's experience. A service blueprint connects that experience to the processes, people and hand-offs behind it. Both perspectives are included in this programme.
How does the workshop turn a journey map into an improvement plan?
Prioritise service gaps by customer benefit and business value. The practical work connects the selected improvements to accountable owners and review measures in a journey improvement roadmap.
Are group or student discounts available for the Customer Journey Mapping course?
Yes. When you request a quotation, a 20% group discount is applied automatically for 5 or more participants. Students receive a 50% discount with a valid educational email address; group discounts do not apply to student bookings. In-house quotations use a flat programme rate.
How long is the Customer Journey Mapping course?
The course runs for 2 days. Ask ISDS about the next public session or an in-house schedule for your team.
Is the Customer Journey Mapping course HRDF claimable?
Yes. This course is HRD Corp (formerly HRDF) claimable. Claims are arranged through our partner, Orange Revolution, and ISDS confirms the claim arrangements with your quotation.
Will I receive a certificate for the Customer Journey Mapping course?
Public-class participants receive a certificate of participation. Ask ISDS about certificate arrangements for in-house training.
How much does the Customer Journey Mapping course cost?
Ask for a quotation or an in-house proposal. Share your course, team size and preferred dates, and we will confirm the format, fees, inclusions and any HRD Corp claim arrangements.