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Quest Training

Customer Journey & Service Process Redesign Training Course

Shows how to map customer interactions, pinpoint service gaps and handoff failures, and redesign service processes for a smoother customer experience.

BPI · Business Process Improvement & ReengineeringAll Levels#2872ClassroomEnglish , Arabic
Duration
5 Days
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Free substitution at any time · 30+ days' notice: full refund minus 10%. Cancellation policy

Sectors:Quality Management & Operational ExcellenceCategories:Business Process Improvement & Reengineering

Course Overview

The Customer Journey & Service Process Redesign Training Course equips participants with practical methods to analyze customer interactions, identify service gaps, and redesign processes to deliver more seamless, efficient, and customer-focused experiences. It examines how organizational procedures, communication channels, service handoffs, and internal workflows influence customer satisfaction, service quality, and overall business performance. The course covers customer journey mapping, service blueprinting, customer touchpoint analysis, pain point identification, and service process evaluation. Participants learn to examine the customer experience from initial contact through service delivery and post-service support, identify friction points across digital and physical channels, and connect customer feedback with operational process data. The programme also explores process simplification, service standardization, cross-functional coordination, and the integration of customer needs into service design decisions. Through practical exercises and realistic service scenarios, participants develop current-state and future-state customer journey maps, redesign service workflows, prioritize improvement opportunities, and define performance measures to evaluate results. The course supports organizations in reducing customer effort, improving service consistency, accelerating response times, and strengthening customer satisfaction and loyalty.

Learning Objectives

  • Explain the principles of customer journey management and service process redesign.
  • Map customer journeys across relevant channels, stages, and touchpoints.
  • Identify customer pain points, service gaps, delays, and unnecessary effort.
  • Analyze the relationship between customer experience and internal service processes.
  • Apply customer journey mapping and service blueprinting techniques.
  • Use customer feedback and operational data to identify improvement priorities.
  • Redesign service workflows to improve efficiency, accessibility, and consistency.
  • Strengthen coordination across departments and service delivery teams.
  • Define customer experience and service performance indicators.
  • Develop implementation plans for sustainable service improvement.

Who Should Attend

Customer experience (CX) managers and specialists. Customer service and service delivery managers. Business process analysts and process improvement professionals. Operations managers and department heads. Service design and digital transformation professionals. Quality management and operational excellence specialists. Customer insights and customer feedback analysts. Marketing and customer relationship management professionals. Public sector professionals responsible for citizen services. Project managers and organizational transformation teams.

Learning Outcomes

  • Analyze customer journeys from initial engagement to post-service support.
  • Create customer journey maps that reflect customer needs, expectations, and interactions.
  • Identify friction points, service gaps, and sources of customer dissatisfaction.
  • Develop service blueprints linking customer actions with frontstage and backstage activities.
  • Connect customer feedback with operational performance and process data.
  • Identify process inefficiencies that increase customer effort or delay service delivery.
  • Redesign customer-facing workflows and internal service handoffs.
  • Prioritize improvements according to customer impact, operational feasibility, and business value.
  • Define measurable indicators for customer experience and service process performance.
  • Develop action plans to implement, monitor, and sustain service improvements.

Course Outline

Day 1

Customer Journey Management and Experience Analysis

  • Fundamentals of customer experience and journey management.
  • Understanding customer needs, expectations, and service requirements.
  • Customer journey stages: awareness, engagement, service delivery, and post-service support.
  • Identifying customer segments, personas, and service scenarios.
  • Mapping customer touchpoints across digital and physical channels.
  • Recognizing customer pain points, moments of truth, and service breakdowns.
  • Connecting customer expectations with organizational service objectives.
  • Practical Exercise: Develop a current-state customer journey map for a selected service and identify key touchpoints, customer expectations, and experience gaps.
Day 2

Service Blueprinting and Process Diagnosis

  • Principles and components of service blueprinting.
  • Connecting customer actions with frontstage and backstage activities.
  • Identifying supporting processes, systems, and employee responsibilities.
  • Analyzing service handoffs and cross-functional dependencies.
  • Detecting bottlenecks, duplication, rework, and unnecessary customer effort.
  • Using customer feedback and operational data to diagnose service problems.
  • Identifying root causes of delays and inconsistent service experiences.
  • Practical Exercise: Create a service blueprint for a selected customer journey and identify operational weaknesses affecting service quality and delivery time.
Day 3

Customer Journey and Service Process Redesign

  • Principles of customer-centered service process redesign.
  • Simplifying service steps, forms, approvals, and information requirements.
  • Redesigning customer interactions across multiple channels.
  • Improving service accessibility, continuity, and consistency.
  • Reducing customer effort, waiting time, and repeated information requests.
  • Integrating digital and in-person service experiences.
  • Balancing customer needs, operational efficiency, and control requirements.
  • Practical Exercise: Redesign an existing service journey to eliminate unnecessary steps, reduce customer effort, and improve service flow across relevant channels.
Day 4

Service Implementation and Cross-Functional Coordination

  • Translating redesigned journeys into operational procedures.
  • Defining service standards, responsibilities, and ownership.
  • Coordinating front-office, back-office, and supporting functions.
  • Managing service handoffs and communication between teams.
  • Assessing implementation risks and operational dependencies.
  • Engaging employees and stakeholders in service improvement.
  • Testing redesigned processes through pilot implementation and user feedback.
  • Practical Exercise: Develop an implementation plan for a redesigned service process, including responsibilities, service standards, milestones, risks, and stakeholder communication.
Day 5

Customer Experience Measurement and Continuous Improvement

  • Defining customer experience and service performance indicators.
  • Measuring customer satisfaction, customer effort, and service responsiveness.
  • Using Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES) appropriately.
  • Monitoring service cycle time, first-contact resolution, and complaint patterns.
  • Comparing baseline performance with post-redesign results.
  • Establishing customer feedback and service performance review mechanisms.
  • Embedding continuous improvement into customer journey management.
  • Practical Exercise: Develop a measurement and improvement framework for a redesigned customer journey, including baseline indicators, performance targets, feedback channels, and review arrangements.

Upcoming Dates

Selected date

Amsterdam · 21 – 25 Jun 2027 · Classroom

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CityDatesPrice per ParticipantEarly Bird
RiyadhScheduled
9 – 13 Nov 2026€4,200—
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SalalahScheduled
16 – 20 Nov 2026€5,300—
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Sharm El-SheikhScheduled
23 – 27 Nov 2026€4,300€3,870until 2 Nov
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SingaporeScheduled
30 Nov – 4 Dec 2026€6,700€6,030until 9 Nov
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TrabzonScheduled
7 – 11 Dec 2026€4,700€4,230until 16 Nov
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AbujaScheduled
14 – 18 Dec 2026€5,100€4,590until 23 Nov
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AccraScheduled
14 – 18 Dec 2026€5,100€4,590until 23 Nov
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AmsterdamScheduled
21 – 25 Dec 2026€5,400€4,860until 30 Nov
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BakuScheduled
28 Dec 2026 – 1 Jan 2027€4,800€4,320until 7 Dec
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BangkokScheduled
4 – 8 Jan 2027€6,100€5,490until 14 Dec
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BarcelonaScheduled
11 – 15 Jan 2027€5,400€4,860until 21 Dec
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BeirutScheduled
17 – 21 Jan 2027€4,000€3,600until 28 Dec
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BerlinScheduled
25 – 29 Jan 2027€5,800€5,220until 4 Jan
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CairoScheduled
31 Jan – 4 Feb 2027€3,300€2,970until 11 Jan
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Cape TownScheduled
1 – 5 Feb 2027€5,100€4,590until 11 Jan
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CasablancaScheduled
8 – 12 Feb 2027€4,300€3,870until 18 Jan
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DammamScheduled
14 – 18 Feb 2027€4,200€3,780until 25 Jan
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DohaScheduled
21 – 25 Feb 2027€4,400€3,960until 1 Feb
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DubaiScheduled
28 Feb – 4 Mar 2027€4,400€3,960until 8 Feb
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HamburgScheduled
15 – 19 Mar 2027€5,800€5,220until 22 Feb
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IstanbulScheduled
15 – 19 Mar 2027€4,700€4,230until 22 Feb
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JeddahScheduled
21 – 25 Mar 2027€4,200€3,780until 1 Mar
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KigaliScheduled
29 Mar – 2 Apr 2027€5,100€4,590until 8 Mar
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Kuala LumpurScheduled
5 – 9 Apr 2027€4,400€3,960until 15 Mar
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LondonScheduled
12 – 16 Apr 2027€5,600€5,040until 22 Mar
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ManamaScheduled
19 – 23 Apr 2027€4,700€4,230until 29 Mar
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MarrakeshScheduled
26 – 30 Apr 2027€4,300€3,870until 5 Apr
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MuscatScheduled
3 – 7 May 2027€5,300€4,770until 12 Apr
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OnlineScheduled
9 – 13 May 2027€1,700€1,530until 19 Apr
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RiyadhScheduled
10 – 14 May 2027€4,200€3,780until 19 Apr
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AmsterdamScheduled
21 – 25 Jun 2027€5,400€4,860until 31 May
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Available in: Istanbul · Dubai · London · Riyadh · Doha · Amsterdam

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