Understanding Your Customer’s Journey (openSAP)

Understanding Your Customer’s Journey (openSAP)
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Understanding Your Customer’s Journey (openSAP)
Join this free online course to learn how to understand your customer’s journey and provide them with a better customer experience, leading to better results for your business. Customers have more control over the ways they interact with your business than ever before. They can choose how and when they communicate, and they want to be recognized with personalized experiences.

MOOC List is learner-supported. When you buy through links on our site, we may earn an affiliate commission.

Your process maps and workflows are focused on the inside of the organization. It takes a different view to understand your customer’s journey. Once you understand their journey, you’re ready to deliver better customer experiences, which lead to better business results like long-term loyalty, higher revenue, and decreased service costs.




This course will provide you with a toolkit of techniques to better understand your customer’s journey, from awareness through advocacy. Jeannie Walters, CEO and Founder of Experience Investigators, will explain how to explore what customers are doing, thinking, and feeling throughout their experiences with your brand. These understandings are then turned into actions that improve the customer experience and your business outcomes.


Course Content


Section 1: The Power of Customer Understanding

Section 2: Your Customer’s Journey Isn’t What You Think

Section 3: Listening to the Voice of the Customer (VoC)

Section 4: Moving from Intentions to Action



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MOOC List is learner-supported. When you buy through links on our site, we may earn an affiliate commission.

Free Course

MOOC List is learner-supported. When you buy through links on our site, we may earn an affiliate commission.