• CoBrowse
  • Our dedicated team is ready to help you. Call us on +44 (0)1628 427360 or email us at training@cim.co.uk.


    Customer Journey Mapping is essential for improving customer experience. This course focuses on identifying critical touchpoints on the Pathway to Purchase. Each touchpoint represents an opportunity to deepen your engagement with the customer and improve conversion opportunities. This course will help map your customer journey and identify customer goals, key communications channels and content development on the Pathway to Purchase. You will then be able to develop a list of actions that enable you to improve conversions and customer experience. Throughout the day, you will map your own customer journey and develop an action plan to improve customer experience (CX).  

    Who should attend?

    Anyone who wants to improve brand activation and customer experience on the Pathway to Purchase. Customer Journey Mapping can help you better understand what customers need to make informed decisions about your products and services.    

    Learning outcomes

    • Understand customer Pathway to Purchase touchpoint expectations and goals  
    • Develop clearly defined target audience personas 
    • Segment audiences and identify key targeting groups 
    • Map the customer journey from awareness to sales conversion and retention 
    • Understand customer needs at each stage of the customer journey 
    • Determine actions to improve the customer touchpoint experience
    • Identify which comms channels you should use at each stage, using the 4-stage engagement process and the sales funnel 
    • Learn how to engage with customers at each touchpoint and move them to the next stage of their buying journey 
    • Develop a Customer Journey Map for your business 


    “Really great course to attend and very happy with the level of detail covered.”

    Georgia Haynes Marketing Assistant Volkswagen Financial Services UK Ltd.

    “Very helpful in giving me a better insight into the Customer Journey path to purchase process. Another piece of information to add to my growing skill set.”

    Claire McNulty Marketing Specialist optos

    Course Dates

    Start Date Duration Location
    18 Jun 2024 1d Virtual
    Add to Basket
    Book Now
    23 Sep 2024 1d Virtual
    Add to Basket
    Book Now
    11 Dec 2024 1d Virtual
    Add to Basket
    Book Now

    Course Director

    Nick Baggott

    Nick Baggott FCIM FIDM has been a CIM Course Director for CRM & Digital for 8 years. He is MD of Navigate Consulting Ltd & works globally with clients like Google, Avon, EY, BP and Vodafone. He was formerly Group Client Service Director at Chemistry, a specialist CRM focused agency. Nick regularly advises clients on CRM strategy and helps them to build their CRM road maps.

    Virtual delivery

    Our virtual delivery format is designed to deliver engaging and interactive experience using short bursts of content delivery, group breakouts, interactive polls, multimedia case histories and how-to-do workshops.

    Do you have a question?

    If you have a question about this course then please use the form below, use the web chat facility on the right of this page, or speak to one of our Learning Advisors at +44 (0)1628 427360.


    Are these courses for you?

    If so please continue to add any extra courses to your cart or check out.

    Want to purchase courses for multiple people or have any other training requirements?
    Call us on 01628 427360
    Email us at training@cim.co.uk
    or click on the 'Need Help' icon that has appeared to the right.