Customer Journey Training
Higher conversion and retention by aligning teams around the customer journey
Customer Journey Training
As most business models become increasingly customer-centric, aligning different teams and departments around a shared vision and framework for customer experience becomes essential. Gaps between phases of the customer journey, caused by lack of customer insights and collaboration, often indicate the root causes of churn rate and customer retention.
In this training, your teams will learn to apply behavioral insights to optimise customer experience and create a collaborative framework in which teams work on an integrated customer journey.
Is this training for me?
- Change managers
- CRO teams
- CX/UX/UI teams
- Marketing teams
- Product teams
Why customer journey training?
Organizations like Ikea and Nissan have invested in a journey-centric customer experience in order to grow their customer base, reduce costs, and boost retention. They have demonstrated that, by placing the customer journey at the heart of business strategy, more value can be delivered to customers faster.
By understanding and applying behavioral insights to each phase of the journey and increasing collaboration across customer-facing teams, you can map and tend to the end-to-end customer needs proactively. This has a direct impact on key metrics like retention, engagement, conversion and satisfaction.
Example training formats
✅ a 45m crash course covering the fundamentals of applying brain & behavior science including 15m of Q&A
✅ 1 hour of applying behavioral insights to your business case
✅ team access to slides and training summary
✅ follow-up call to kickstart your implementation
Training + Workshops
✅ a 1.5 hour Masterclass on the behavioral science and neuropsychology behind journey-centric CX
✅ 3 workshops in 2.5 hours where the audience will apply customer journey interventions
✅ selection and customization of relevant interventions based on your business cases
✅ team access to slides, summary, and handouts
✅ a follow-up call to help you drive change
A deep understanding on what drives customer behavior and decision-making.
A journey-centric framework
A science-backed framework that helps you design, measure & optimize customer experience across customer-facing teams.
Evidence-based change interventions
Evidence-based interventions that drive behavioral change in your customer journey.
Case: Customer Journey training in Online Retail
We worked with a leading e-commerce webshop in the Netherlands, known for their massive assortment, extensive supplier network, and lightning fast shipping. We got in touch with their Customer Journey Excellence (CJE) team and kicked off with a Brain & Behavior Strategy Session. This case is the story of how we helped apply behavioral insights to different stages of the customer journey in online retail.
Customer Journey Training outline
We kick off with the core principles of Brain & Behavior in customer behavior that every team needs to know.
Find out how fast and slow thinking influence your customer’s decisions
Identify which cognitive biases can impact customer experience and how your can mitigate them
Understand how changes in context shape behavior and how you can leverage this
Learn how to achieve lasting and positive behavioral change by using a validated framework that aligns priorities, behaviors, and processes.
Learn to set clear and actionable change priorities
Identify gaps in the customer journey and bridge them with behavioral insights
Optimize systems and processes to reinforce changes
See how leading organizations applied Brain & Behavior to achieve successful change in cases like…
- understanding how customers and users make choices
- integrating & aligning psychological principles with your (digital) strategy
- enriching your customer journeys by mapping out decision processes
Expand your behavioral change toolkit with step-by-step evidence-based interventions like..
- creating behavioral personas that help you segment and empathize with your audience
- developing behavioral metrics that help you track engagement across the customer journey
- removing subconscious friction from the customer experience
By splitting up in groups, you’ll tackle change challenges unique to your organizations using newly learned tools and interventions. Examples of workshops are…
- Journey-mapping in which cross-functional stakeholder groups align on the desired vision and strategy for customer experience
- Role modelling at leadership level to showcase and communicate journey-centrism throughout your organization|
- System-in-a-room session where stakeholders on all levels engage in dialogue, discussion, decision-making, and designing a journey-centric operating model
The training is highly interactive and we encourage questions and dialogue but we’ll make sure to reserve time to recap and deep dive into pressing questions.
Reviews from attendees
“Interesting approach based on neuroscience and different from other change management workshops.“
“Very concrete, with tangible tools and examples. And then applying the theory right away.“
“I loved the fact that somehow this is something that we can put into practice on our upcoming projects.“
“I really like the context/introduction provided, based on science and also the 3 tools provided that are very useful for our work.“
“Great to have break out sessions and really apply the knowledge in a snappy way; it sticks to mind having done that. The speakers were also really knowledgeable and the session was super engaging.“
“Speakers communication and way to share the messages was excellent. What I liked the most were definitely the activities and, in particular, the fact that they were adapted to NN challenges and context.“
“Useful tools and very practical hands on exercises, yet fun!“
“It has encouraged us to actively reflect on various types of bias in our work. And there are many!“
“Best combination of nerd and practical, super inspiring!“