​Does a product or service truly address your customers’ needs, or are we just selling a “quarter-inch drill” without asking if they really want that “quarter-inch hole”? In this 90-minute Customer Journey Mapping 101, you’ll discover how to move beyond simply offering products and services—by mapping the complete experience your customers go through, identifying moments of truth, and spotting unmet needs that unlock real innovation.

​What You’ll Learn

​1. Foundations & Origins

• From Market Myopia to Jobs-to-Be-Done, see how thinking has evolved to focus on experience over mere products.

• Understand why service-dominant logic reshapes how we view value creation in modern organizations.

​2. Practical Mapping Techniques

​• Break down your customer’s journey into stages and touchpoints—onstage and backstage—to reveal hidden gaps or opportunities.

​• Explore emotional journeys and pinpoint moments of truth where a customer’s perception of your brand can soar or sink.

​3. Actionable Steps for Real Projects

​• Bring a current challenge or project, and apply customer journey mapping directly to your own work.

​• Learn quick research methods—interviews, observations, or surveys—that help ground your map in real insights.

​How It Works

​• 90-Minute Live Session (Online): A fast-paced, interactive workshop with mini-exercises to get you mapping right away.

​• Bring Your Real Challenge: Work with your own product or service scenario, ensuring every insight is immediately relevant.

​• Interactive Q&A: Ask questions throughout, focusing on how to translate these concepts into practical action.

​• Takeaway Resources: Receive templates for building your map, plus a summary of key concepts from experience economy to service blueprinting.

​What’s Included

​• Flexible Pricing: Pay what you feel is fair (e.g., €22 or €55).

​• Digital Badge & Certificate: Showcase your new Customer Journey Mapping skills on LinkedIn or in your portfolio.

​• Community Support: Join our Future Skills Academy network on Mighty Networks for follow-up coaching, resource sharing, and peer advice.

​Who Should Attend

​• Journey Experts, Service Designers, Product Owners, and Entrepreneurs seeking a clearer view of how customers actually experience their offerings.

​• Team Leads, Consultants, and Innovators wanting to pinpoint pain points and opportunities for growth.

​• Anyone aiming to put the customer front and center in future improvements or organizational alignment.

​Join us for Customer Journey Mapping 101 and transform the way you see—and serve—your customers by understanding every interaction and emotion along their journey.