Customer Journey Mapping

Get started here with a “perspective-first” learning experience in Customer Journey Mapping (hint – it’s more than just a timeline!).

This course is part of the Customer Experience Strategy & Fundamentals Micro-Cert, which rolls up into our Customer Engagement and Marketing Foundations Associate: Professional Development Program.

Are you in one of the states in which Newstate University offers full credit-bearing certificates and degrees? If so, you can apply these towards your university certificate or degree. All of your learning counts at Newstate U.

This essential micro-course cuts through the complexity of the customer lifecycle, offering a clear and practical guide to effective Customer Journey Mapping. Whether you are visualizing current workflows or identifying pain points, this course lays the groundwork for illustrating and leveraging maps to enhance the overall customer experience.

You’ll explore the complete mapping process—moving beyond theory to practice—and develop the skills to create and utilize actionable maps through engaging practical exercises and case studies.

🧠 You’ll gain a solid understanding of:

• The distinct stages of the customer journey
• The process and purpose of effective customer journey mapping
• How to illustrate and leverage maps to enhance customer experience
• Practical skills to create and utilize journey maps in real-world scenarios

By the end of this micro-course, you won’t just know about the customer journey—you’ll be able to map it effectively to drive meaningful improvements.

🏆 Competency:

Competency 2: Describe and illustrate the stages of the customer journey.

🎯 Learning Objectives:

• Describe the stages of the customer journey.
• Illustrate the customer journey mapping process and purpose.

You have an AI coach built into your course, so you can learn while doing. Start here, and build the confidence to lead with clarity and deliver results that matter.