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Description
Curriculum
Reviews
Grade
New Level 6 Marketing Manager Oct.25
Juliane-Customer Journey Optimisation
Instructor
Dr. Juliane Thieme
28
Students
enrolled
0
0 reviews
Course details
Lectures
:
90
Quizzes
:
39
Level
:
Beginner
Description
Curriculum
L1-Definitions, Benefits, Mapping, and Measurement 6/3/2026
1
P1-PPT-Definitions and why journeys matter (incl. organisational contexts).
1h
2
Q1-Definitions and why journeys matter (incl. organisational contexts).
10 questions
3
P2-PPT-The seven customer benefits + mechanisms + levers,
1h
4
Q2- The seven customer benefits + mechanisms + levers
10 questions
5
P3-PPT-Mapping methods + measurement + pitfalls + cases.
1h
6
Q3-Mapping methods + measurement + pitfalls + cases
10 questions
7
PPT-L1-Definitions, Benefits, Mapping, and Measurement.
PDF lesson
8
P1-Definitions and why journeys matter (incl. organisational contexts)
Video lesson
9
P2-The seven customer benefits + mechanisms + levers
Video lesson
L2-Creating an Integrated Customer Journey Map for E-commerce Retailer 13/3/2026
10
P1-Understanding Integrated Customer Journey Mapping in an Organisational Context
1h
11
P1-PPT-Understanding Integrated Customer Journey Mapping in an Organisational Context.
1h
12
Q1-Understanding Integrated Customer Journey Mapping in an Organisational Context
10 questions
13
P2-Step-by-Step: Creating an Integrated Customer Journey Map
30 Minutes
14
P2-PPT- Step-by-Step: Creating an Integrated Customer Journey Map.
PDF lesson
15
Q2-Step-by-Step: Creating an Integrated Customer Journey Map
10 questions
16
P3-Applied Example: Personas + ACPRA Journey for E-commerce Retail
30 Minutes
17
P3-PPT-Applied Example: Personas + ACPRA Journey for E-commerce Retail.
PDF lesson
18
Q3-Applied Example: Personas + ACPRA Journey for E-commerce Retail
10 questions
19
PPT-L2-Creating an Integrated Customer Journey Map for E-commerce Retailer.
PDF lesson
L3-Measuring and Improving Service Quality Across the Customer Journey 20/3/2026
20
P1-PPT-Defining and measuring service quality (SERVQUAL/RATE.R)
PDF lesson
21
Q1-Defining and measuring service quality (SERVQUAL/RATER)
5 questions
22
P2-PPT- Mapping channels to journey stages using RACE.
PDF lesson
23
Q2-Mapping channels to journey stages using RACE
10 questions
24
P3-PPT-Identifying gaps, recommending changes, and monitoring impact Defining and Measuring Service Quality.
PDF lesson
25
Q3-Identifying gaps, recommending changes, and monitoring impact Defining and Measuring Service Quality
10 questions
26
PPT-L3-Measuring and Improving Service Quality Across the Customer Journey.
PDF lesson
27
P1-Defining and measuring service quality (SERVQUAL/RATER)
30 Minutes
28
P2- Mapping channels to journey stages using RACE
25 Min
29
P3-Identifying gaps, recommending changes, and monitoring impact Defining and Measuring Service Quality
30 Minutes
L4-From Data To Decision: Selecting,Analysing And Applying Robust Marketing Insights 27/3/2026
30
P1-Selecting the right (sources,touchpoints,governance,measurement design)
Video lesson
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-Technology+analysis methods(GA4,tagging,CDPs,attribution,MMM,quant/qual methods)
Video lesson
34
P2-PPT-Technology+analysis methods(GA4,tagging,CDPs,attribution,MMM,quant/qual methods).
PDF lesson
35
Q2-Technology+analysis methods(GA4,tagging,CDPs,attribution,MMM,quant/qual methods)
10 questions
36
P3-Validation,interpretation and application (cleaning,QA,triangulation,decision-making)
Video lesson
37
P3-PPT-Validation,interpretation and application (cleaning,QA,triangulation,decision-making).
1h
38
Q3-Validation,interpretation and application (cleaning,QA,triangulation,decision-making)
10 questions
39
PPT-L4-From Data To Decision: Selecting,Analysing And Applying Robust Marketing Insights
PDF lesson
L5- Data to Decisions for Journey Optimisation 10/4/26
40
VID 1-Build the Data Foundation .
Video lesson
41
P1-PPT-Build the Data Foundation .
PDF lesson
42
Q1-Build the Data Foundation
15 questions
43
VID 2-Turn Data into Insight .
Video lesson
44
P2-PPT-Turn Data into Insight .
PDF lesson
45
Q2-Turn Data into Insight
15 questions
46
VID 3- Implement Responsibly (Measure + GDPR + Ethics)
Video lesson
47
P3-PPT- Implement Responsibly (Measure + GDPR + Ethics)
PDF lesson
48
Q3- Implement Responsibly (Measure + GDPR + Ethics)
15 questions
49
PPT-L5- Data to Decisions for Journey Optimisation
PDF lesson
L6-Diagnosing Customer Journey Pain Points 17\4\26
50
VID 1-Conducting Customer Journey Audit
Video lesson
51
P1-PPT-Conducting Customer Journey Audit.
PDF lesson
52
Q1-Conducting Customer Journey Audit
15 questions
53
VID 2-Using Personas and Insight Gap Analysis to Identify Pain Points
Video lesson
54
P2-PPT-Using Personas and Insight Gap Analysis to Identify Pain Points.
PDF lesson
55
Q2-Using Personas and Insight Gap Analysis to Identify Pain Points
15 questions
56
VID 3-Root Cause Analysis and the 5 Whys in Journey Optimisation
Video lesson
57
P3-PPT-Root Cause Analysis and the 5 Whys in Journey Optimisation.
PDF lesson
58
Q3-Root Cause Analysis and the 5 Whys in Journey Optimisation
15 questions
59
PPT-L6-Diagnosing Customer Journey Pain Points.
PDF lesson
L7 -Customer Journey Optimisation Using SERVQUAL, Gap Analysis and Omnichannel Seam Design 24/4/26
60
VID 1 -Diagnosing Journey Quality and Service Gaps
Video lesson
61
P1 -PPT-Diagnosing Journey Quality and Service Gaps
PDF lesson
62
Q 1 -Diagnosing Journey Quality and Service Gaps.
20 questions
63
VID 2-Pain Points and Closing Journey Gaps (Digital Focus)
Video lesson
64
P2-PPT-Pain Points and Closing Journey Gaps (Digital Focus).
PDF lesson
65
Q2-Pain Points and Closing Journey Gaps (Digital Focus)
20 questions
66
VID 3-Creating a Seamless Online and Offline Experience
Video lesson
67
P3-PPT-Creating a Seamless Online and Offline Experience.
PDF lesson
68
Q3-Creating a Seamless Online and Offline Experience
20 questions
69
PPT-L7-Customer Journey Optimisation Using SERVQUAL, Gap Analysis and Omnichannel Seam Design.
PDF lesson
L8 - Spot the Signal: Patterns & Trends for Customer Journey Optimisation 1/5/26
70
VID 1-Turning data into journey understanding
Video lesson
71
P1-PPT-Turning data into journey understanding.
PDF lesson
72
Q1-Turning data into journey understanding
15 questions
73
VID 2-Using patterns and trends to answer the four journey questions
Video lesson
74
P2-PPT-Using patterns and trends to answer the four journey questions.
PDF lesson
75
Q2-Using patterns and trends to answer the four journey questions
15 questions
76
VID 3-Explaining why, validating impact, valuing touchpoints
Video lesson
77
P3-PPT-Explaining why, validating impact, valuing touchpoints.
PDF lesson
78
Q3-Explaining why, validating impact, valuing touchpoints
15 questions
79
PPT-L8 - Spot the Signal: Patterns & Trends for Customer Journey Optimisation.
PDF lesson
L9- Turning Customer Data into Growth 8/5/26
80
VID1-Customer journeys as a data-and-decision system .
Video lesson
81
P1-PPT-Customer journeys as a data-and-decision system .
PDF lesson
82
Q1-Customer journeys as a data-and-decision system.
20 questions
83
VID2-Leveraging data for customer engagement .
Video lesson
84
P2-PPT-Leveraging data for customer engagement .
PDF lesson
85
Q2-Leveraging data for customer engagement
20 questions
86
VID3-Leveraging data for business growth + predictive analytics .
Video lesson
87
P3-PPT-Leveraging data for business growth + predictive analytics .
PDF lesson
88
Q3-Leveraging data for business growth + predictive analytics.
20 questions
89
PPT-L9- Turning Customer Data into Growth
PDF lesson
L10 - Customer Journey Optimisation: Orchestrating the Consumer Decision Journey 15/5/26
90
VID1- CDJ as an operating model
Video lesson
91
P1-PPT- CDJ as an operating model
PDF lesson
92
Q1-CDJ as an operating model
15 questions
93
VID2-Tailoring offers, promotions, and experiences
Video lesson
94
P2-PPT-Tailoring offers, promotions, and experiences
PDF lesson
95
Q2-Tailoring offers, promotions, and experiences
15 questions
96
VID3-Monitoring, governance, experimentation quality, scaling
Video lesson
97
P3-PPT-Monitoring, governance, experimentation quality, scaling
PDF lesson
98
Q3-Monitoring, governance, experimentation quality, scaling
15 questions
99
PPT-L10 - Customer Journey Optimisation: Orchestrating the Consumer Decision Journey.
PDF lesson
L11 - Key Metrics for Customer Journey Optimisation 22/5/2026
100
VID 1 - Acquisition And Conversion Diagnostics..
Video lesson
101
P1 –PPT- Acquisition And Conversion Diagnostics..
PDF lesson
102
Q1 – Acquisition And Conversion Diagnostics.
15 questions
103
VID 2 -Value, loyalty and relationship health..
Video lesson
104
P2 – PPT-Value, loyalty and relationship health..
PDF lesson
105
Q2 –Value, loyalty and relationship health.
15 questions
106
VID 3-Channel performance, ROMI and board-level reporting..
Video lesson
107
P3 –PPT-Channel performance, ROMI and board-level reporting..
PDF lesson
108
Q3 –Channel performance, ROMI and board-level reporting.
15 questions
109
PPT-L11 - Key Metrics for Customer Journey Optimisation..
PDF lesson
L12 - Journey Optimisation Plan - Audit, Feedback, Analytics and Continuous Improvement 29/5/26
110
VID 1 - Build the Evidence Base
Video lesson
111
P1 -PPT- Build the Evidence Base .
PDF lesson
112
Q1 - Build the Evidence Base
15 questions
113
VID 2 -Convert Insight into an Optimisation Plan
Video lesson
114
P2 -PPT -Convert Insight into an Optimisation Plan.
PDF lesson
115
Q2 -Convert Insight into an Optimisation Plan
15 questions
116
VID 3 - Prioritise, Govern and Improve Continuously
Video lesson
117
P3 - PPT - Prioritise, Govern and Improve Continuously.
PDF lesson
118
Q3 - Prioritise, Govern and Improve Continuously
15 questions
119
PPT- Journey Optimisation Plan - Audit, Feedback, Analytics and Continuous Improvement.
PDF lesson
L13 -Develop customer-centric strategies, collaborate across functions, and optimise resources 12/6/26
120
VID 1- Develop customer-centric strategies.
Video lesson
121
P1 -PPT- Develop customer-centric strategies.
PDF lesson
122
P1 Q1: Develop customer-centric strategies.
20 questions
123
P2 -PPT- Cross-functional collaboration to improve customer experience .
PDF lesson
124
VID 2 - Cross-functional collaboration to improve customer experience .
Video lesson
125
P2 Q2: Cross-functional collaboration to improve customer experience .
20 questions
126
P3 - PPT-Optimise resources and work towards continuous improvement.
PDF lesson
127
VID 3 -Optimise resources and work towards continuous improvement.
Video lesson
128
P3 Q3 :Optimise resources and work towards continuous improvement.
20 questions
129
PPT-L13 -Develop customer-centric strategies, collaborate across func.tions, and optimise resources
PDF lesson
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