Understanding Your Customer’s Journey

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.

Seit 1. Juli 2021 im Selbststudium
Kurssprache: English
Untertitel (automatisch erzeugt): Deutsch, English, Français, Español



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 content no longer available

  • 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!

Für diesen Kurs einschreiben

Der Kurs ist kostenlos. Legen Sie sich einfach ein Benutzerkonto auf openSAP an und nehmen Sie am Kurs teil!
Jetzt einschreiben


1. Juli 2021
2. Juni 2021


Der Kurs wurde mit durchschnittlich 4.43 Sternen bei 603 abgegebenen Stimmen bewertet.

Anforderungen für Leistungsnachweise

  • Den Leistungsnachweis erhält, wer in der Summe aller benoteten Aufgaben mindestens 50% der Höchstpunktzahl erreicht hat.
  • Die Teilnahmebestätigung erhält, wer auf mindestens 50% der Kursunterlagen zugegriffen hat.

Mehr Informationen finden Sie in den Richtlinien für Leistungsnachweise.

Dieser Kurs wird angeboten von

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.” 

Website: http://experienceinvestigators.com 
Podcast: http://crackthecustomercode.com 
Follow Jeannie on Twitter | LinkedIn | Facebook