In today's competitive business landscape, delivering exceptional customer experiences (CX) is paramount for success. This comprehensive course provides a deep understanding of the customer-centric culture strategy and customer journey mapping (CJM). The course equips students with the skills to enhance the end-to-end customer experiences and design the Customer Journey Map. From initial touchpoints to post-purchase interactions, this course explores the critical stages of the customer journey and empowers students to create seamless, personalized, and memorable customer experiences at every step. The course equips students with strategies and practical tools to improve customer satisfaction, loyalty, and advocacy. Through a combination of theoretical frameworks, case studies, and group exercises, students will develop the skills necessary to analyze customer needs and pain points, design effective customer journey maps, and implement customer-centric strategies and transformations under operations management in a business-to-business (B2B) setting. Consent of instructor is required.