Webinar: An Introduction to Customer Journey Mapping

Customer journey mapping helps organisations see their business from a customer perspective. Mapping this helps you understand the experience of the customer, what works for them, and what frustrates them. This enables you to improve your services and how you interact with customers, which will help improve satisfaction, performance and engagement.

This Webinar with be delivered by Richard Walker, Managing Director of Callidus Management Consulting.

This webinar will introduce participants to customer journey mapping, the different approaches available and when to take them to maximise engagement, satisfaction and performance.

In a housing setting, journey mapping is a powerful tool to effectively increase engagement and build positive relationships between landlord and tenant, by helping to improve services, access and performance.

This 90 minute interactive webinar will cover:

  • Introduction to customer journey maps and how they work
  • The goals of customer journey maps
  • How they can be used in the housing sector
  • A practical workshop taking you through the development of a basic map and the next steps

This webinar would be beneficial for staff and managers with responsibility for tenant engagement, scrutiny, service improvement or anyone with an interest in improving services from a tenant centred perspective.

How do I join the webinar?

We will be delivering this webinar on a system hosted by 'Go 2 Meeting'. In advance of the webinar, you will be sent a unique URL to join the event before it begins. In the meantime, please watch the video below to ensure you are able to join us. 


Thu 16th Jul 2020, 10:00am - 11:30am

Event URL:



Webinar: An Introduction to Customer Journey Mapping
Membership Staff Tenant
Members £50.00 £50.00
Non-Members £100.00 £100.00

Event Contact

Name: Helen Phillips

Email: helen.phillips@tpas.org.uk

Phone: 0161 868 3522

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