Mapping Customer Experiences: Actionable Strategies to Better Understand, Attract, and Retain Customers

In a world where customers remember the feeling long after the price is forgotten, understanding and delivering exceptional customer experience isn’t just an advantage; it’s essential. Great customer experiences don’t just happen; they’re designed. And when we design them well, our customers benefit, and our work gains more meaning and impact.

Designing meaningful and memorable customer experiences is a strategic necessity in today’s competitive marketplace. It’s about connecting with your customers on a deeper level and creating journeys that are as rewarding for them as they are for your business. This course offers a pragmatic and methodical approach to crafting these experiences using service blueprinting. It’s not about trial and error but about following a structured and strategic process to consistently deliver a service experience aligned with the business objective.


What you will learn:

  • Distinguish between customer service and customer experience, understanding their impacts on business success and customer satisfaction.
  • Cultivate more profound organizational empathy to anticipate and meet customer needs more effectively and enhance overall experiences.
  • Execute a comprehensive field audit to evaluate real-world customer experience scenarios, gathering actionable insights.
  • Master the technique of Service Blueprinting to map and design your customer experience journey strategically.
  • Elevate your customer experience, positioning your organization as a preferred choice among competitors.
  • Pinpoint and enhance key customer touchpoints, ensuring every interaction contributes positively to the overall experience.


  • Understanding the Difference: Customer Service vs. Customer Experience
  • Empathy in Service: Understanding Your Customer
  • Field Audit: Experiencing Service First-hand
  • Service Blueprinting Mastery
  • Differentiating Your Customer Experience
  • Implementing Your Customer Experience Strategy
  • The Path Forward


This course is meticulously crafted for executives, professionals, and entrepreneurs who are not just looking to learn but to lead in customer experience. It’s for those who aspire to create a lasting impact through customer interactions and want to elevate their team’s approach to new heights of excellence.


  • Mon, 29 Jan 2024 (in-person)
  • Wed, 17 Apr 2024 (in-person)
  • Wed, 17 Jul 2024 (in-person)
  • Wed, 16 Oct 2024 (in-person)


Holiday Inn Singapore (Halal Certified)
Orchard City Centre
11 Cavenagh Road
Singapore 229616


$550 per pax (Group discounts available). 

Public workshops are conducted in collaboration with CCISG.

For in-house customised workshop, please email to