Beyond the Map™ Training Experience (Level 1)
Map the Moments. Master the Journey.
A full-day, hands-on training and live project lab — not a lecture, a working session.
Act early. Save big. Lead better.
Act early. Save big. Lead better.
Upcoming Training Dates
Date: October 23, 2026 | 9:00 AM – 4:00 PM EST
Price: $3,497 USD per participant
Duration: Full Training Days (Virtual)
You can’t grow what you can’t see.
Every customer is already on a journey. The only question is: are they walking with you or away from you?
Watch as I break down why mapping your customer’s journey is the fastest way to increase sales, boost loyalty, and create raving fans.
Teams are solving problems without a shared, visual understanding of the actual human experience.
You can’t grow what you can’t see.
Every customer is already on a journey. The only question is: are they walking with you or away from you?
Watch as I break down why mapping your customer’s journey is the fastest way to increase sales, boost loyalty, and create raving fans.
Teams are solving problems without a shared, visual understanding of the actual human experience.
Can you relate to these pain points?
You’re constantly putting out fires because your customers or clients are frustrated—but you’re not exactly sure why.
Your team is trying their best, but there’s no clear path or consistent process to create WOW-worthy experiences.
You’ve invested in marketing, operations, and customer service—but something still isn’t clicking.
If you’re nodding along, you’re not alone. Builders, trade professionals, nonprofit leaders, and service-based business owners are all facing the same challenge: inconsistency.
And here’s the kicker: the problem isn’t your team—it’s the invisible journey your customers and employees are navigating. It’s happening whether you’ve mapped it or not.
Wouldn’t it be great if you could…
Visually see where loyalty is built—and where it’s lost—at every stage of your customer or employee journey?
Train your team with a proven, bias-free method to deliver consistent, scalable experiences?
Finally connect the dots between operational chaos and missed opportunities for retention, reputation, and revenue?
You can. And this certification will show you how.
The Missed Opportunity
Most businesses lose customers in the gaps they never see.
Missed upgrades that should’ve been easy wins
Lost referrals because the journey wasn’t memorable
Employee frustration from unclear customer handoffs
That’s what happens when you don’t have a map.
If you’ve ever wondered why loyalty, referrals, or upgrades aren’t higher, this is where you’ll find the answer.
The Solution
Customer Journey Mapping = Your Business GPS
With a clear journey map, you’ll:
Eliminate “moments of misery” that cost you sales
Identify “moments of truth” where loyalty is built
Design “moments of magic” that set you apart from the competition
The Missed Opportunity
Most businesses lose customers in the gaps they never see.
Missed upgrades that should’ve been easy wins
Lost referrals because the journey wasn’t memorable
Employee frustration from unclear customer handoffs
That’s what happens when you don’t have a map.
If you’ve ever wondered why loyalty, referrals, or upgrades aren’t higher, this is where you’ll find the answer.
The Solution
Customer Journey Mapping = Your Business GPS
With a clear journey map, you’ll:
Eliminate “moments of misery” that cost you sales
Identify “moments of truth” where loyalty is built
Design “moments of magic” that set you apart from the competition
Signature Method: The INSIGHT-to-IMPACT Mapping Method™
"You can't design what you haven't seen." — Crystal D'Cunha
Unlike traditional journey mapping approaches that focus on documentation, our INSIGHT-to-IMPACT framework ensures your maps:
- Reveal Root Realities – We dig into emotional, operational, and psychological moments that matter.
- Remove Barriers – Integrate DEI, accessibility, and bias-removal directly into the design process.
- Rebuild with Purpose – Translate insight into profitable action plans and cultural transformation.
It’s not just a map—it’s a mirror, compass, and blueprint for sustainable growth.
Introducing Beyond the Map™ Training Experience
This isn’t just a training. It’s a facilitated working session built for real-world leaders like you — not academic theory, not a lecture.
In one high-impact, full day, you and your team will:
Learn the foundations of journey mapping — CXPA-aligned principles, taught through our exclusive INSIGHT-to-IMPACT Mapping Method™
Map a real, active project from your own organization (employee or customer experience)
Identify Moments of Truth that impact adoption, satisfaction, and trust
Visualize both Front-stage (what your customers/employees see) and Back-stage (systems, processes, internal friction)
Translate insights into clear, actionable priorities
Plus: keep your existing “Plus: get 1 year of exclusive access to our CX Community & Learning Library” line if that offer is still live — it isn’t contradicted by anything in the proposal.
Ready to get learning?
Register for the course now!
Introducing The INSIDE View Journey Mapping Certification
This isn’t just a training. It’s a facilitated working session built for real-world leaders like you — not academic theory, not a lecture.
In one high-impact, full day, you and your team will:
Learn the foundations of journey mapping — CXPA-aligned principles, taught through our exclusive INSIGHT-to-IMPACT Mapping Method™
Map a real, active project from your own organization (employee or customer experience)
Identify Moments of Truth that impact adoption, satisfaction, and trust
Visualize both Front-stage (what your customers/employees see) and Back-stage (systems, processes, internal friction)
Translate insights into clear, actionable priorities
Plus: keep your existing “Plus: get 1 year of exclusive access to our CX Community & Learning Library” line if that offer is still live — it isn’t contradicted by anything in the proposal.
Ready to get learning?
Register for the course now!
Course Details
What’s Included
- Custom session design tailored to your organization’s initiatives
- Pre-session review of your shared project data and materials
- Live, full-day virtual facilitation
- Guided journey mapping of one active project (your choice of employee or customer lens)
- Post-session insight summary report
- One 60-minute virtual follow-up working session
- Certificate of completion for each participant
Course Format
- Time Commitment: 1 Full Day, 9:00 AM – 4:00 PM EST (with breaks)
- Location: Virtual via Zoom (in-person delivery available for teams — additional fees apply)
- Delivery: Custom-scheduled for your team
- Group Training: Ideal for teams of 8–25+ participants. Additional participants can be added at a nominal fee.
Who is this course for?
- Executive Directors and Nonprofit Leaders
- Owners of construction, service-based, and trade businesses
- CX and EX Managers
- HR and People Leaders
- Marketing and Ops Executives
- Anyone responsible for improving the customer or employee journey
Why Now?
According to PwC, 86% of buyers are willing to pay more for a great customer experience—yet most businesses can’t identify what their current experience actually is.
Don’t let confusion cost you customers. Clarity starts here.
OBJECTIVES
Course Modules
Participants will receive a Certificate of Course Completion with an expert understanding of critical moments of truth that impact your business and the customer experience.
Morning: Foundations + Alignment
What journey mapping is (and why most organizations get it wrong), an introduction to Beyond the Map™ thinking, defining personas through a customer/employee lens, and identifying the stages of the experience.
Midday: Build the Journey
Mapping the current-state journey live — capturing actions, thoughts, emotions, and system interactions.
Afternoon: Insights + Action
Identifying Moments of Truth, breaking down front-stage vs. back-stage friction, prioritizing opportunities for improvement, and defining immediate next steps.
Imagine having the blueprint for customer loyalty, employee retention, and revenue growth — all in just 1 day.
Imagine having the blueprint for customer loyalty, employee retention, and revenue growth — all in just 1 day.
TESTIMONIALS
What people are saying
“Crystal came to speak at The Burlington Networking Group (BNG) this March on how to WIN and KEEP customers through Employee & Customer Experience. She gave us a taste of her vast knowledge on this topic and provided additional tools and resources to ignite us to be better leaders and provide positive customer experiences.”
Salma Burney
Operations & Team Support, Guelph Royals
“Thank you Crystal for taking the time to custom-tailor the training workshop to the specific needs of our company. The customized presentation coupled with your enthusiasm and passion for great customer experience is infectious and provided an amazing experience for our management team. We look forward to a successful partnership.”
Corey Sparkman
HOCO “Fun by the Falls”
What You’ll Walk Away With:
A comprehensive journey map of a live project from your organization
Clear visibility into moments of truth, pain points, and experience breakdowns
Alignment across your team on the full experience — both seen and unseen
Focused opportunities for improvement to support better outcomes and adoption
A certificate of completion from The INSIDE View for Beyond the Map™ Level 1
Shaping the Leadership Landscape
Award-winning executive and globally acclaimed speaker
Shaping the Leadership Landscape
Award-winning executive and globally acclaimed speaker
Ready to Lead with Clarity?
Book Beyond the Map™ — a full-day, custom-designed training and live project lab for your team.
Book a Call with our team to explore dates and group options.
Let’s map a better future—from the inside out.
Frequently Asked Questions
What exactly is Customer Journey Mapping, and why does it matter for my business?
Customer Journey Mapping is a proven framework that helps you understand and improve every touchpoint your customers experience with your brand. It uncovers hidden opportunities for loyalty, referrals, upsells, and retention — the things that drive real growth.
How much does it cost, and do you offer payment options?
Beyond the Map™ Training Experience (Level 1) is $3,497 USD per participant + tax. That includes custom session design, a pre-session review of your project materials, a live full-day virtual facilitation, guided mapping of one
active project, a post-session insight summary report, one 60-minute follow-up working session, and a certificate of completion for each participant. Payment plans may be available — contact us for details.
Is this an accredited certification?
Beyond the Map™ is a certificate-of-completion training experience — CXPA-aligned in its principles and grounded in The INSIDE View's proven methodology. It isn't a third-party accredited certification exam; it's a hands-on, applied experience where you walk away with a real project outcome, not just a credential.
What do I get when I register?
- 1 full day of live, interactive training
- A certificate of completion
- A post-session insight summary report
- One 60-minute follow-up working session
- A completed journey map of your own active project
Who is this certification for?
This program is designed for business leaders, customer experience professionals, HR leaders, marketing and sales teams, and entrepreneurs who want to transform the way they lead, serve, and grow. Whether you’re in e-commerce, retail, healthcare, finance, home building o trades — if customers matter to your business, this is for you.
Do I need prior CX/EX experience?
No prior experience is required. We’ll give you the tools, templates, and coaching you need to succeed. Beginners will learn the foundations, and seasoned professionals will take their skills to the next level.
Will the sessions be recorded?
Yes! While we encourage live participation for the best learning and networking, you’ll also receive access to recordings and materials to revisit whenever you need.
What if I can’t attend live?
We certainly encourage LIVE Participation as much of the content is doing and that requires group work and discussion, However, if you are unable to attend, you’ll still receive recordings and assessments along with materials, and certificate of completion once assessments have been completed, Plus, you’ll be part of the private community where you can engage, ask questions, and learn from others.
How interactive is the training?
This is not a boring lecture. You’ll work through live exercises, map real-world journeys, and get personalized feedback. You’ll walk away with a practical map you can use immediately in your organization.
What’s the ROI of this program?
According to PwC, 86% of customers are willing to pay more for great experiences — yet most businesses don’t know what their current experience even is. This certification helps you identify and design experiences that boost loyalty, referrals, and revenue. Many participants see a return within a few weeks or months.