Want FREE Templates on Digital Transformation? Download our FREE compilation of 50+ slides. This is an exclusive promotion being run on LinkedIn.

  Please register (it's free!) or login to view the remaining preview.
If you are logged in, your referral link [?] is automatically included below.
EMBED CODE (Copy and Paste)


  1. Provides a framework for understanding customer experience across touchpoints, channels and relationship stages.
  2. Provides guidance for mapping people and processes to discrete elements of the customer experience to show what internal groups are accountable.
  3. Provides guidance on how to identify and prioritize customer experience (CX) and user experience (UX) issues and pinpoint opportunities to improve or redesign your product or service.


Customer Journey Mapping is the process of creating a graphical representation of the steps and stages a customer goes through to experience a product or service. It identifies key interactions that the customer has with the organization - the user's motivations, thoughts and feelings for each of these touchpoints. According to a research study, customers who have had an unpleasant experience on a brand website are 88% less likely to return.

The map can be used as part of a business improvement process with potential for both improving the customer experience and reducing the costs of manufacturing a product or providing a service.

Companies that are setting up an online channel to sell their products and services as a result of the pandemic should conduct a CJM analysis prior to the digital transformation process.

In this training presentation, you will learn how to carry out a systematic customer journey mapping process. It includes defining the scope, developing a persona and creating a step-by-step customer journey map.

NOTE: This training presentation includes Customer Journey Mapping templates in Powerpoint format.


1. Acquire knowledge on the key concepts of Customer Journey Mapping.
2. Learn about the importance of design personas and how to create them.
3. Learn the key elements of an effective customer journey map and go through the key steps for developing a draft customer journey map for a target customer.
4. Explore ways to improve customer experiences based on moments of truth identified in customer journey maps.


1. Key Concepts of Customer Journey Mapping
2. Creating Personas
3. Elements of a Customer Journey Map
4. Ideation Techniques
5. Customer Journey Mapping Process

Got a question about the product? Email us at [email protected] or ask the author directly by using the form to the right. If you cannot view the preview above this document description, go here to view the large preview instead.

Source: Customer Journey Mapping PowerPoint document

Top Flevy Author [?]

Customer Journey Mapping

Sold by Operational Excellence Consulting (this author has 133 documents)


Add to Cart

This business document is categorized under the function(s):

It applies to All Industries

File Type: PowerPoint (pptx)

File Size: 20.4 MB

Number of Slides: 128 (includes cover, transition slides)

Related Topic(s): Customer Experience Customer Decision Journey

Purchase includes lifetime product updates. After your purchase, you will receive an email to download this document.

Terms of usage (for all documents from Operational Excellence Consulting)

Initial upload date (first version): Dec 13, 2018
Most recent version published: Jul 12, 2020

Ask the Author a Question

Must be logged in Click here to log in



Since 2012, we have provided best practices to over 5,000 businesses and organizations of all sizes across the world—in over 130 countries. Below is just a very small sample of our customer base.

Did you know?
The average daily rate of a McKinsey consultant is $6,625 (not including expenses). The average price of a Flevy document is $65.


22-slide PowerPoint deck
56-slide PowerPoint deck
67-slide PowerPoint deck and supporting PowerPoint deck
103-slide PowerPoint deck
Author: LearnPPT
38-page PDF document
Author: bemola
21-slide PowerPoint deck and supporting ZIP
89-slide PowerPoint deck
9-page Word document
Author: av2me



Become your organization's resident expert on...

Digital Transformation
Strategy Development
Organizational Design (OD)
Performance Management
Post-merger Integration (PMI)
Organizational Culture (OC)
Business Transformation
Customer-centric Design (CCD)
Interested in something else? Browse our 350+ Business Toolkits of best practices, each focused on a specific management topic.