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Description
Curriculum
Reviews
Grade
New Level 6 Marketing Manager Oct.25
Nathan-Customer Journey Optimisation
Instructor
kentbusinesscollege.org
13
Students
enrolled
0
0 reviews
Course details
Lectures
:
33
Quizzes
:
18
Level
:
Intermediate
Description
Curriculum
L1-Definitions, Benefits, Mapping, and Measurement 11/3/2026
1
P1-Definitions and why journeys matter (incl. organisational contexts)
Video lesson
2
P1-PPT-Definitions and why journeys matter (incl. organisational contexts)
1h
3
Q1-Definitions and why journeys matter (incl. organisational contexts)
10 questions
4
P2-The seven customer benefits + mechanisms + levers
Video lesson
5
P2-PPT-The seven customer benefits + mechanisms + levers
1h
6
Q2- The seven customer benefits + mechanisms + levers
10 questions
7
P3-Mapping methods + measurement + pitfalls + cases
Video lesson
8
P3-PPT-Mapping methods + measurement + pitfalls + cases
1h
9
Q3-Mapping methods + measurement + pitfalls + cases
10 questions
10
PPT-L1-Definitions, Benefits, Mapping, and Measurement
PDF lesson
L2-Creating an Integrated Customer Journey Map for E-commerce Retailer 18/3/2026
11
P1-Understanding Integrated Customer Journey Mapping in an Organisational Context
Video lesson
12
P1-PPT-Understanding Integrated Customer Journey Mapping in an Organisational Context
1h
13
Q1-Understanding Integrated Customer Journey Mapping in an Organisational Context
10 questions
14
P2-Step-by-Step: Creating an Integrated Customer Journey Map
Video lesson
15
P2-PPT- Step-by-Step: Creating an Integrated Customer Journey Map
PDF lesson
16
Q2-Step-by-Step: Creating an Integrated Customer Journey Map
10 questions
17
P3-Applied Example: Personas + ACPRA Journey for E-commerce Retail
Video lesson
18
P3-PPT-Applied Example: Personas + ACPRA Journey for E-commerce Retail
PDF lesson
19
Q3-Applied Example: Personas + ACPRA Journey for E-commerce Retail
10 questions
20
PPT-L2-Creating an Integrated Customer Journey Map for E-commerce Retailer
PDF lesson
L3-Measuring and Improving Service Quality Across the Customer Journey 25\3\2026
21
P1-Defining and measuring service quality (SERVQUAL/RATER)
Video lesson
22
P1-PPT-Defining and measuring service quality (SERVQUAL/RATER)
PDF lesson
23
Q1-Defining and measuring service quality (SERVQUAL/RATER)
5 questions
24
P2-Mapping channels to journey stages using RACE
Video lesson
25
P2-PPT- Mapping channels to journey stages using RACE
PDF lesson
26
Q2-Mapping channels to journey stages using RACE
10 questions
27
P3-Identifying gaps, recommending changes, and monitoring impact Defining and Measuring Service Quality
Video lesson
28
P3-PPT-Identifying gaps, recommending changes, and monitoring impact Defining and Measuring Service Quality
PDF lesson
29
Q3-Identifying gaps, recommending changes, and monitoring impact Defining and Measuring Service Quality
10 questions
30
PPT-L3-Measuring and Improving Service Quality Across the Customer Journey
PDF lesson
L4-From Data To Decision: Selecting,Analysing And Applying Robust Marketing Insights
31
P1-PPT-Selecting the right (sources,touchpoints,governance,measurement design)
PDF lesson
32
Q1-Selecting the right (sources,touchpoints,governance,measurement design)
15 questions
33
P2-PPT-Technology+analysis methods(GA4,tagging,CDPs,attribution,MMM,quant/qual methods)
PDF lesson
34
Q2-Technology+analysis methods(GA4,tagging,CDPs,attribution,MMM,quant/qual methods)
10 questions
35
P3-PPT-Validation,interpretation and application (cleaning,QA,triangulation,decision-making)
1h
36
Q3-Validation,interpretation and application (cleaning,QA,triangulation,decision-making)
10 questions
37
PPT-L4-From Data To Decision: Selecting,Analysing And Applying Robust Marketing Insights
PDF lesson
L5- Data to Decisions for Journey Optimisation
38
P1-PPT-Build the Data Foundation .
PDF lesson
39
Q1-Build the Data Foundation
15 questions
40
P2-PPT-Turn Data into Insight .
PDF lesson
41
Q2-Turn Data into Insight
15 questions
42
P3-PPT- Implement Responsibly (Measure + GDPR + Ethics)
PDF lesson
43
Q3- Implement Responsibly (Measure + GDPR + Ethics)
15 questions
44
PPT-L5- Data to Decisions for Journey Optimisation
PDF lesson
L6-Diagnosing Customer Journey Pain Points
45
P1-PPT-Conducting Customer Journey Audit
PDF lesson
46
Q1-Conducting Customer Journey Audit
15 questions
47
P2-PPT-Using Personas and Insight Gap Analysis to Identify Pain Points
PDF lesson
48
Q2-Using Personas and Insight Gap Analysis to Identify Pain Points
15 questions
49
P3-PPT-Root Cause Analysis and the 5 Whys in Journey Optimisation
PDF lesson
50
Q3-Root Cause Analysis and the 5 Whys in Journey Optimisation
15 questions
51
PPT-L6-Diagnosing Customer Journey Pain Points
PDF lesson
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