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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.

This course was retired in October, 2023.

Self-paced since July 1, 2021
Language: English
Subtitles (auto-generated): Deutsch, English, Français, Español

Course information


This course was retired in October, 2023.

Course Summary

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. 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.

In this course, you’ll learn what it takes to understand your customers to deliver more than they expect.

Here is what some participants are saying about the course:

  • “The simplicity in explanation, examples provided, crisp and short videos. They are great material to progressively play for the teams for them to internalize what is VOC and Journey Mapping...” Read the original post

  • “Jeannie is spot on - Every point of your company that touches a customer matters, regardless if they leave the process…" Read the original post

  • "The methods are very insightful, any business would benefit from this. I love how the course material is broken down into parts and how Jeannie Walters delivers the presentations" Read the original post

  • "Overall a great learning experience. Keep up the good work and keep on inspiring the world." Read the original post

Course Characteristics

  • Starting from: June 02, 2021, 09:00 UTC. (What does this mean?)
  • Duration: The course is open for 4 weeks
  • Effort: 2-3 hours in total
  • Course assignment: You can take the course assignment at any time whilst the course is open.
  • Course closure: July 01, 2021, 9:00 UTC
  • Course language: English
  • How is an openSAP course structured?

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

Target Audience

  • Anyone interested in the topics of customer experience and customer journeys

Course Requirements


Further Learning

further learning Listen to openSAP Invites Thought Leaders Episode 17 with Jeannie Walters to learn How to Provide an Experience That Delights Your Customers

Course contents

  • 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
  • I Like, I Wish:

    We Love Your Feedback … And Want More
  • Course Assignment:

    Good Luck!

Enroll me for this course

The course is free. Just register for an account on openSAP and take the course!
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Course End
Jul 01, 2021
Course Start
Jun 02, 2021


This course was rated with 4.43 stars in average from 603 votes.

Certificate Requirements

  • Gain a Record of Achievement by earning at least 50% of the maximum number of points from all graded assignments.
  • Gain a Confirmation of Participation by completing at least 50% of the course material.

Find out more in the certificate guidelines.

This course is offered by

Jeannie Walters

Jeannie Walters, CEO and Founder of Experience Investigators, has spent more than 20 years evaluating and improving customer experiences and teaching her trademarked methodology to enlightened leaders in many industries. 

She is a Certified Customer Experience Professional (CCXP,) a charter member of the Customer Experience Professionals Association, a Professional Member of the National Speakers Association, a LinkedIn Learning Instructor, and a TEDx speaker. 

Jeannie is passionate about improving the everyday interactions we all have as customers and writes, speaks, studies, and trains on customer experience issues around the world. Her mission is “To Create Fewer Ruined Days for Customers.” 

Follow Jeannie on Twitter | LinkedIn | Facebook