We will take a systematic approach to deconstructing your customer's journey from pre-purchase, purchase and post-purchase.

By using a combination of empathy and data, we will identify methods to optimize the experience. Case studies, exercises, and lecture may be used to assist all participants to sharpen their skills and apply best practices. This is an active workshop!



Topics Covered

  • The importance of the customer journey
  • Channels and touch points
  • Mapping steps in the customer journey

Learning Outcomes

Upon completion of this workshop, participants should be able to:

  • Articulate the benefits of mapping the customer experience
  • Identify the major phases and touchpoints a customer goes through with respect to a brand
  • Practice creating a customer journey map
  • Learn how to make a customer journey actionable
  • Learn how to apply the same techniques to employee and partner/vendor journeys

Section(s) offered

Section Title
Customer Journey Mapping
Language of Delivery
9:00AM to 5:00PM
Mar 18, 2021
Schedule and Location
Contact Hours
  • Downtown, Montreal
Delivery Format(s)
Course Fee(s)
Fee non-credit $595.00
Drop Request Deadline
No drop request allowed after enrollment
Transfer Request Deadline
No transfer request allowed after enrollment
Withdrawal Request Deadline
No withdrawal request allowed after enrollment
Section Notes

Cancellation Policy

All cancellation & substitution requests must be made in writing to pd.conted@mcgill.ca.

  • Receive a full refund if your cancellation request is received up to 14 daysprior to the start date of the workshop.
  • Receive a refund minus $100 cancellation fee if your cancellation request is received up to 7 days prior to the start date of the workshop.
  • No Refunds are issued if your cancellation request is received within 7 days of the start date of the workshop, however suitable participation substitution will be permitted.

Please note that if no notice is given prior to the start of the event(s) and you fail to attend, you will be liable for the full course fee.

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