Masterclass Pt. 3/6: Customer-Centric Digital Transformation

Defining the Current-State Digital Customer Experience with Focus on Customer Personas and Journey Mapping

What you'll learn

Master the process of creating accurate and insightful customer personas.

Learn how to visually map customer journeys to identify key touchpoints and opportunities for improvement.

Gain the ability to personalize digital experiences based on in-depth customer insights.

Identify the critical "moments that matter" in the customer journey where improvement will have the most impact.

Learn how to use journey maps to inform and align cross-functional teams, ensuring everyone is focused on delivering seamless customer experiences.

Requirements

There are no requirements or prerequisites for taking the course. This course is perfect for professionals looking to improve personalization and customer experience through strategic journey mapping.

Description

This course is part #3 out of a 6-part masterclass on creating customer experiences that resonate on a deeper level in the digital era.Master creating detailed customer personas and journey maps to deliver personalized and frictionless experiences.In the age of digital transformation, one-size-fits-all solutions no longer work. To truly resonate with your customers, you need to know them inside out. This course will teach you how to create in-depth customer personas and map their journeys to uncover critical touchpoints and moments of truth that define their experience.You will learn to build personas that reflect real customer motivations, goals, and challenges through a structured approach. You'll then use these personas to map their entire journey—from the first interaction with your brand to the final conversion. Visualizing this journey lets you pinpoint friction points and optimize each customer lifecycle stage.Creating customer personas and mapping their journeys is essential for any business offering personalized and seamless customer experiences. Learn how to do it effectively and take your customer understanding to the next level.Want to understand your customers better than ever before? Sign up now to build personas and mapping journeys to help you deliver a superior customer experience.

Overview

Section 1: Defining the Current-State Digital Customer Experience

Lecture 1 Customer Persona Part 1/2

Lecture 2 Customer Persona Part 2/2

Lecture 3 Customer Journey Mapping Part 1/2

Lecture 4 Customer Journey Mapping Part 2/2

Lecture 5 Conclusion

This course is for CX professionals, digital marketers, and UX/UI designers who aim to improve customer journey outcomes.