Customer Experience Journey Mapping

Date: Monday, November 15, 2021

Time: 12:00 PM - 1:30 PM ET 

Customer experience journey maps visually illustrate customers’ experiences with an organization and are useful tools for municipalities of any size. They document customers’ processes, needs and perceptions throughout their interaction with an organization. Join us to discover how you can build strong, positive customer relationships in this all-new webinar.

By the end of this webinar, you will be able to:

  • List the components of a customer experience journey map
  • Develop your own unique customer experience journey map
  • Use customer experience journey maps to improve customer satisfaction and overall organizational effectiveness
Learning Objectives:
  • Understand what a customer experience journey map is and why it's essential for effective service delivery
  • Identify the steps involved in developing a customer experience journey map
  • Understand how to use a customer experience journey map to identify moments that matter to customers and to your municipality (regardless of size)
Ideal For:
  • Front-line customer service staff
  • Clerks
  • Chief Administrative Officers (CAOs)
  • Communications staff
  • HR staff

Kate Johnson

Kate has 30 years of experience in municipal government with the last 20 years specializing in citizen-centred service and is considered one of the leading experts and pioneers in this subject. She is a founding member of the Municipal Service Delivery Officials (MSDO) and a Past President. Kate has spoken on the subject of citizen-centred service nationally and internationally and was the first municipal recipient of the Certified Service Manager designation. Kate is a certified Project Management Professional as well as a Lean Six Sigma Green Belt.


Webinar Fees


Webinar Rate: $100 + HST

plus HST

Date: Monday, 15 November 2021
Registration Deadline: Thursday, 11 November 2021

Webinars are delivered over the Zoom platform, and can be viewed on computers, tablets and mobile phones. Please check the Zoom Requirements to ensure your device is capable of using Zoom. The link to access the webinar will be provided to registrants before the webinar date.

Disclaimer: "This personal information, which you may provide to us, is used only for internal purposes to process your registration fee payment and to contact you or to distribute AMCTO-related materials to you, in the event that you have identified this personal contact information as your preferred means of contact.”

Refund Policy: All Cancellations must be confirmed in writing. A refund levy of $56.50(includes HST) will be applied to every cancellation received up to five (5) business days prior to the holding of the session. No refunds will be made for cancellations of less than five (5) business days prior to the holding of the session.