Customer Journey Mapping Workshops – Spring 2019

Details of the exact date and location are being finalised at the moment but if you would like to register an interest please call me on +44 (0) 7917 718 082 or email me at jerryangrave @


If you’re not sure what to do next in your Customer Experience programme, mapping your customer journeys is time well spent.

But, to be insightful and drive the right change, the process needs to be strategic, effective and influential.

And so these highly interactive workshops demonstrate how to set up journey mapping sessions, how to build the map itself, how to facilitate your own workshop on the day and how to get the most value from them afterwards.

We create personas and work through a live example so you have a familiar template to then map your own customers’ journeys. We look at the differences between mapping today’s journey and a future journey.

And crucially, because journey mapping is a means to an end, not the end-game itself, we understand how it fits into the bigger picture. After all that effort we don’t want the maps to look good but simply gather dust!

Time and time again I’ve seen the positive impact that journey mapping has on a business. Being confident in what you’re doing, you can take great pride in being the one to show your business how to do it!

If you’re interested, click the link below to register an interest or drop me a note if you’ve any questions.

Customer Experience Competencies – Spring 2019

Details of the exact date and location are being finalised at the moment but if you would like to register an interest please call me on +44 (0) 7917 718 082 or email me at jerryangrave @

This one-day session is for you if you’re relatively new-to-role or want to have more confidence and credibility in driving the Customer Experience agenda. It takes you through the six competencies identified by the Customer Experience Professionals’ Association as necessary to be an effective CX practitioner:

  • nurture a genuine and sustainable Customer-Centric Culture with the right mindset and effective employee engagement
  • use a Customer Experience Strategy to give clarity about intended experiences and therefore align business efforts
  • listen to the Voice of the Customer in a way that unearths valuable, actionable insight from structured and unstructured feedback
  • quantify the case for change by using the right Measurement and Metrics and understand the link to commercial performance
  • continually improve with experience Design, Improvement and Innovation using journey mapping and other techniques
  • provide robust governance with Organisational Accountability to prioritise activity and bring your CX efforts to life.

We use case studies and templates to illustrate the points and we have exercises to help you on your way. We also look at the day-to-day reality of being a customer experience professional and the importance of influencing styles and perseverance.

If you’re interested, click the link below to register (don’t forget the discount!) or drop me a note if you’ve any questions.

Customer Experience training events and workshops

  • One-to-one or with the team
  • Onsite or open sessions

At Empathyce we organise a number of customer experience training events to support CX professionals.  They are led by Jerry Angrave, one of just a handful of people globally to be an Authorised Training Resource for the Customer Experience Professionals’ Association.

All training is aimed at bringing out the potential in individuals and teams so that they can work more effectively, with more confidence and make their business stronger.

The sessions are engaging, informative and give attendees a toolkit of practical templates, frameworks and ways of thinking they can apply immediately. We look at examples from around the world and across all sectors to provide food-for-thought and to learn what works, what doesn’t, how and why.

The types of customer experience training and learning includes:

  • the six competencies needed to become a proficient Customer Experience professional, as set out by the CXPA and leading to the CCXP accreditation
  • customer journey mapping training – how to set up a workshop, facilitate one and get the most value from it
  • improving customer experiences for those with a visible or hidden disability
  • the “Take-Away” – a day where there’s no agenda, we simply share thoughts on each other’s current CX challenges

If you’re interested, click the link to register or drop me a message if you’ve any questions.

Many thanks


+44 0 7917 718 072 and jerryangrave @

customer experience training; customer experience consultancy

Your trainer Jerry Angrave is a Certified Customer Experience Professional. He is one of the few trainers accredited by the CXPA as an Authorised Trainer and Resource for the CCXP exam. He has a long background in the corporate world in senior CX and Marketing roles, more recently as a consultant and coach. Jerry is also a judge at the UK Customer Experience Awards, chairing the CX Professional of the Year category.

The location of the Spring 2018 events is being finalised. The two workshops will run on consecutive days. As soon as I have more information I will let you know so if you are interested please register an interest. Many thanks.

I heard the workshops went down really well.  You’ve had some great feedback.

Customer Experience Lead, Nationwide Building Society

There was a real buzz after the session. Amazing!

Customer Success Manager Lead, UK software enterprise company

That, Jerry, was a real Masterclass in customer experience. Thank you.

Steve Hughes, former CEO of a care home

“I thoroughly enjoyed yesterday and brought away with me a huge amount of value on many different levels”

TakeAway event attendee