Customer Journey Mapping & Service Design
Maps the customer journey to find pain points and design better experiences.
At a glance
- 2 days
Who it's for
- Customer experience and service teams
- Marketing and product staff
- Process owners
Learning objectives
- Build personas from real data
- Map journey stages and touchpoints
- Find pain points and moments of truth
- Prioritise improvements
Detailed content
- Research methods
- Segments
- Persona canvas
- Stages and channels
- Emotions
- Service blueprint
- Pain points
- Moments of truth
- Front and back stage
- Impact-effort matrix
- Quick wins
- Roadmap
Day-by-day agenda
A typical schedule. In-company versions are tailored to your processes, data and timing.
- Personas
- Journey stages
- Pain points and moments of truth
- Improvement priorities
- Case study, action plans and course assessment
Practice, tools and assessment
Hands-on practice
- Customer-journey mapping of one service with pain points
- Role plays: difficult customers and complaint recovery
- Design a service standard and measure it (CSAT/NPS)
- Case studies from Egyptian and Gulf organizations
Tools and templates you keep
- Customer-journey map template
- Complaint-handling flow (LAST/HEARD)
- Mystery-shopping checklist
- Course workbook and slide handouts
How learning is assessed
- Pre- and post-course knowledge check
- Assessment of practical exercises by the trainer
- Action plan reviewed at the end of the course
Built on these standards and bodies of knowledge
- ISO 10002 (complaints handling) and ISO 23592 (service excellence)
- COPC CX Standard
Certificate
Participants who complete the program and its assessment receive a certificate from The Excellence Center, which can be verified online.
New in our 2026 portfolio — tell us your dates and we will confirm the trainer and schedule.
How it is delivered
- Public courses in Cairo, in-company programs and live online training
- Practical exercises, case studies and examples from your sector
- Can also run as Train & Stay in Sharm El Sheikh, Hurghada or Cairo
Frequently asked questions
How long is Customer Journey Mapping & Service Design?
The program runs 2 days. In-company versions can be adapted to your needs.
Is the course taught in Arabic or English?
Sessions are usually delivered in Arabic with English technical terms and materials. Full English delivery is available for in-company groups.
Can you run it inside our company?
Yes. In-company programs use exercises built on your own processes. Tell us the group size and preferred timing and we will send a proposal.
Will I receive a certificate?
Participants who complete the program and its assessment receive a certificate from The Excellence Center, which can be verified online.
More programs in this field
- Business Process Management & Process Mapping5 days
- Business Process Mapping2 days
- Business Process Optimization using Lean & BPR4 days
- Continuous Improvement & Performance Management5 days
- ERP Transformation Champion Program (Top Management)2 days
- ERP Transformation Enabler Program (Process Owners)5 days
- Process Excellence5 days
- Process Mining – Professional Course5 days
- Process Optimization5 days
Get dates, fees and the full outline.
Tell us whether you are joining as an individual or planning a program for your team.