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Description
Curriculum
Reviews
Grade
New Level 6 Marketing Manager Oct.25
Juliane-Customer Journey Optimisation
Instructor
Juliane Thieme
28
Students
enrolled
0
0 reviews
Course details
Lectures
:
122
Quizzes
:
57
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
L1-Definitions, Benefits, Mapping, and Measurement 6/3/2026
10
P1-PPT-Definitions and why journeys matter (incl. organisational contexts).
1h
11
Q1-Definitions and why journeys matter (incl. organisational contexts).
10 questions
12
P2-PPT-The seven customer benefits + mechanisms + levers,
1h
13
Q2- The seven customer benefits + mechanisms + levers
10 questions
14
P3-PPT-Mapping methods + measurement + pitfalls + cases.
1h
15
Q3-Mapping methods + measurement + pitfalls + cases
10 questions
16
PPT-L1-Definitions, Benefits, Mapping, and Measurement.
PDF lesson
17
P1-Definitions and why journeys matter (incl. organisational contexts)
Video lesson
18
P2-The seven customer benefits + mechanisms + levers
Video lesson
L2-Creating an Integrated Customer Journey Map for E-commerce Retailer 13/3/2026
19
P1-Understanding Integrated Customer Journey Mapping in an Organisational Context
1h
20
P1-PPT-Understanding Integrated Customer Journey Mapping in an Organisational Context.
1h
21
Q1-Understanding Integrated Customer Journey Mapping in an Organisational Context
10 questions
22
P2-Step-by-Step: Creating an Integrated Customer Journey Map
30 Minutes
23
P2-PPT- Step-by-Step: Creating an Integrated Customer Journey Map.
PDF lesson
24
Q2-Step-by-Step: Creating an Integrated Customer Journey Map
10 questions
25
P3-Applied Example: Personas + ACPRA Journey for E-commerce Retail
30 Minutes
26
P3-PPT-Applied Example: Personas + ACPRA Journey for E-commerce Retail.
PDF lesson
27
Q3-Applied Example: Personas + ACPRA Journey for E-commerce Retail
10 questions
28
PPT-L2-Creating an Integrated Customer Journey Map for E-commerce Retailer.
PDF lesson
L2-Creating an Integrated Customer Journey Map for E-commerce Retailer 13/3/2026
29
P1-Understanding Integrated Customer Journey Mapping in an Organisational Context
1h
30
P1-PPT-Understanding Integrated Customer Journey Mapping in an Organisational Context.
1h
31
Q1-Understanding Integrated Customer Journey Mapping in an Organisational Context
10 questions
32
P2-Step-by-Step: Creating an Integrated Customer Journey Map
30 Minutes
33
P2-PPT- Step-by-Step: Creating an Integrated Customer Journey Map.
PDF lesson
34
Q2-Step-by-Step: Creating an Integrated Customer Journey Map
10 questions
35
P3-Applied Example: Personas + ACPRA Journey for E-commerce Retail
30 Minutes
36
P3-PPT-Applied Example: Personas + ACPRA Journey for E-commerce Retail.
PDF lesson
37
Q3-Applied Example: Personas + ACPRA Journey for E-commerce Retail
10 questions
38
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
39
P1-PPT-Defining and measuring service quality (SERVQUAL/RATE.R)
PDF lesson
40
Q1-Defining and measuring service quality (SERVQUAL/RATER)
5 questions
41
P2-PPT- Mapping channels to journey stages using RACE.
PDF lesson
42
Q2-Mapping channels to journey stages using RACE
10 questions
43
P3-PPT-Identifying gaps, recommending changes, and monitoring impact Defining and Measuring Service Quality.
PDF lesson
44
Q3-Identifying gaps, recommending changes, and monitoring impact Defining and Measuring Service Quality
10 questions
45
PPT-L3-Measuring and Improving Service Quality Across the Customer Journey.
PDF lesson
46
P1-Defining and measuring service quality (SERVQUAL/RATER)
30 Minutes
47
P2- Mapping channels to journey stages using RACE
25 Min
48
P3-Identifying gaps, recommending changes, and monitoring impact Defining and Measuring Service Quality
30 Minutes
L3-Measuring and Improving Service Quality Across the Customer Journey 20/3/2026
49
P1-PPT-Defining and measuring service quality (SERVQUAL/RATE.R)
PDF lesson
50
Q1-Defining and measuring service quality (SERVQUAL/RATER)
5 questions
51
P2-PPT- Mapping channels to journey stages using RACE.
PDF lesson
52
Q2-Mapping channels to journey stages using RACE
10 questions
53
P3-PPT-Identifying gaps, recommending changes, and monitoring impact Defining and Measuring Service Quality.
PDF lesson
54
Q3-Identifying gaps, recommending changes, and monitoring impact Defining and Measuring Service Quality
10 questions
55
PPT-L3-Measuring and Improving Service Quality Across the Customer Journey.
PDF lesson
56
P1-Defining and measuring service quality (SERVQUAL/RATER)
30 Minutes
57
P2- Mapping channels to journey stages using RACE
25 Min
58
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
59
P1-PPT-Selecting the right (sources,touchpoints,governance,measurement design).
PDF lesson
60
Q1-Selecting the right (sources,touchpoints,governance,measurement design)
15 questions
61
P2-PPT-Technology+analysis methods(GA4,tagging,CDPs,attribution,MMM,quant/qual methods).
PDF lesson
62
Q2-Technology+analysis methods(GA4,tagging,CDPs,attribution,MMM,quant/qual methods)
10 questions
63
P3-PPT-Validation,interpretation and application (cleaning,QA,triangulation,decision-making).
1h
64
Q3-Validation,interpretation and application (cleaning,QA,triangulation,decision-making)
10 questions
65
PPT-L4-From Data To Decision: Selecting,Analysing And Applying Robust Marketing Insights
PDF lesson
L4-From Data To Decision: Selecting,Analysing And Applying Robust Marketing Insights 27/3/2026
66
P1-Selecting the right (sources,touchpoints,governance,measurement design)
Video lesson
67
P1-PPT-Selecting the right (sources,touchpoints,governance,measurement design).
PDF lesson
68
Q1-Selecting the right (sources,touchpoints,governance,measurement design)
15 questions
69
P2-Technology+analysis methods(GA4,tagging,CDPs,attribution,MMM,quant/qual methods)
Video lesson
70
P2-PPT-Technology+analysis methods(GA4,tagging,CDPs,attribution,MMM,quant/qual methods).
PDF lesson
71
Q2-Technology+analysis methods(GA4,tagging,CDPs,attribution,MMM,quant/qual methods)
10 questions
72
P3-Validation,interpretation and application (cleaning,QA,triangulation,decision-making)
Video lesson
73
P3-PPT-Validation,interpretation and application (cleaning,QA,triangulation,decision-making).
1h
74
Q3-Validation,interpretation and application (cleaning,QA,triangulation,decision-making)
10 questions
75
PPT-L4-From Data To Decision: Selecting,Analysing And Applying Robust Marketing Insights
PDF lesson
L5- Data to Decisions for Journey Optimisation
76
P1-PPT-Build the Data Foundation
30 Minutes
77
Q1-Build the Data Foundation
15 questions
78
P2-PPT-Turn Data into Insight
30 Minutes
79
Q2-Turn Data into Insight
15 questions
80
P3-PPT- Implement Responsibly (Measure + GDPR + Ethics)
PDF lesson
81
Q3- Implement Responsibly (Measure + GDPR + Ethics)
15 questions
82
PPT-L5- Data to Decisions for Journey Optimisation
PDF lesson
L5- Data to Decisions for Journey Optimisation 10/4/26
83
VID 1-Build the Data Foundation .
Video lesson
84
P1-PPT-Build the Data Foundation .
PDF lesson
85
Q1-Build the Data Foundation
15 questions
86
VID 2-Turn Data into Insight .
Video lesson
87
P2-PPT-Turn Data into Insight .
PDF lesson
88
Q2-Turn Data into Insight
15 questions
89
VID 3- Implement Responsibly (Measure + GDPR + Ethics)
Video lesson
90
P3-PPT- Implement Responsibly (Measure + GDPR + Ethics)
PDF lesson
91
Q3- Implement Responsibly (Measure + GDPR + Ethics)
15 questions
92
PPT-L5- Data to Decisions for Journey Optimisation
PDF lesson
L6-Diagnosing Customer Journey Pain Points
93
P1-PPT-Conducting Customer Journey Audit.
PDF lesson
94
Q1-Conducting Customer Journey Audit
15 questions
95
P2-PPT-Using Personas and Insight Gap Analysis to Identify Pain Points.
PDF lesson
96
Q2-Using Personas and Insight Gap Analysis to Identify Pain Points
15 questions
97
P3-PPT-Root Cause Analysis and the 5 Whys in Journey Optimisation.
PDF lesson
98
Q3-Root Cause Analysis and the 5 Whys in Journey Optimisation
15 questions
99
PPT-L6-Diagnosing Customer Journey Pain Points.
PDF lesson
L6-Diagnosing Customer Journey Pain Points 17\4\26
100
VID 1-Conducting Customer Journey Audit
Video lesson
101
P1-PPT-Conducting Customer Journey Audit.
PDF lesson
102
Q1-Conducting Customer Journey Audit
15 questions
103
VID 2-Using Personas and Insight Gap Analysis to Identify Pain Points
Video lesson
104
P2-PPT-Using Personas and Insight Gap Analysis to Identify Pain Points.
PDF lesson
105
Q2-Using Personas and Insight Gap Analysis to Identify Pain Points
15 questions
106
VID 3-Root Cause Analysis and the 5 Whys in Journey Optimisation
Video lesson
107
P3-PPT-Root Cause Analysis and the 5 Whys in Journey Optimisation.
PDF lesson
108
Q3-Root Cause Analysis and the 5 Whys in Journey Optimisation
15 questions
109
PPT-L6-Diagnosing Customer Journey Pain Points.
PDF lesson
L7 -Customer Journey Optimisation Using SERVQUAL, Gap Analysis and Omnichannel Seam Design 24/4/26
110
VID 1 -Diagnosing Journey Quality and Service Gaps
Video lesson
111
P1 -PPT-Diagnosing Journey Quality and Service Gaps
PDF lesson
112
Q 1 -Diagnosing Journey Quality and Service Gaps.
20 questions
113
VID 2-Pain Points and Closing Journey Gaps (Digital Focus)
Video lesson
114
P2-PPT-Pain Points and Closing Journey Gaps (Digital Focus).
PDF lesson
115
Q2-Pain Points and Closing Journey Gaps (Digital Focus)
20 questions
116
VID 3-Creating a Seamless Online and Offline Experience
Video lesson
117
P3-PPT-Creating a Seamless Online and Offline Experience.
PDF lesson
118
Q3-Creating a Seamless Online and Offline Experience
20 questions
119
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
120
VID 1-Turning data into journey understanding
Video lesson
121
P1-PPT-Turning data into journey understanding.
PDF lesson
122
Q1-Turning data into journey understanding
15 questions
123
VID 2-Using patterns and trends to answer the four journey questions
Video lesson
124
P2-PPT-Using patterns and trends to answer the four journey questions.
PDF lesson
125
Q2-Using patterns and trends to answer the four journey questions
15 questions
126
VID 3-Explaining why, validating impact, valuing touchpoints
Video lesson
127
P3-PPT-Explaining why, validating impact, valuing touchpoints.
PDF lesson
128
Q3-Explaining why, validating impact, valuing touchpoints
15 questions
129
PPT-L8 - Spot the Signal: Patterns & Trends for Customer Journey Optimisation.
PDF lesson
L9- Turning Customer Data into Growth 8/5/26
130
VID1-Customer journeys as a data-and-decision system .
Video lesson
131
P1-PPT-Customer journeys as a data-and-decision system .
PDF lesson
132
Q1-Customer journeys as a data-and-decision system.
20 questions
133
VID2-Leveraging data for customer engagement .
Video lesson
134
P2-PPT-Leveraging data for customer engagement .
PDF lesson
135
Q2-Leveraging data for customer engagement
20 questions
136
VID3-Leveraging data for business growth + predictive analytics .
Video lesson
137
P3-PPT-Leveraging data for business growth + predictive analytics .
PDF lesson
138
Q3-Leveraging data for business growth + predictive analytics.
20 questions
139
PPT-L9- Turning Customer Data into Growth
PDF lesson
L10 - Customer Journey Optimisation: Orchestrating the Consumer Decision Journey 15/5/26
140
VID1- CDJ as an operating model
Video lesson
141
P1-PPT- CDJ as an operating model
PDF lesson
142
Q1-CDJ as an operating model
15 questions
143
VID2-Tailoring offers, promotions, and experiences
Video lesson
144
P2-PPT-Tailoring offers, promotions, and experiences
PDF lesson
145
Q2-Tailoring offers, promotions, and experiences
15 questions
146
VID3-Monitoring, governance, experimentation quality, scaling
Video lesson
147
P3-PPT-Monitoring, governance, experimentation quality, scaling
PDF lesson
148
Q3-Monitoring, governance, experimentation quality, scaling
15 questions
149
PPT-L10 - Customer Journey Optimisation: Orchestrating the Consumer Decision Journey.
PDF lesson
L11 - Key Metrics for Customer Journey Optimisation 22/5/2026
150
VID 1 - Acquisition And Conversion Diagnostics..
Video lesson
151
P1 –PPT- Acquisition And Conversion Diagnostics..
PDF lesson
152
Q1 – Acquisition And Conversion Diagnostics.
15 questions
153
VID 2 -Value, loyalty and relationship health..
Video lesson
154
P2 – PPT-Value, loyalty and relationship health..
PDF lesson
155
Q2 –Value, loyalty and relationship health.
15 questions
156
VID 3-Channel performance, ROMI and board-level reporting..
Video lesson
157
P3 –PPT-Channel performance, ROMI and board-level reporting..
PDF lesson
158
Q3 –Channel performance, ROMI and board-level reporting.
15 questions
159
PPT-L11 - Key Metrics for Customer Journey Optimisation..
PDF lesson
L12 - Journey Optimisation Plan - Audit, Feedback, Analytics and Continuous Improvement 29/5/26
160
VID 1 - Build the Evidence Base
Video lesson
161
P1 -PPT- Build the Evidence Base .
PDF lesson
162
Q1 - Build the Evidence Base
15 questions
163
VID 2 -Convert Insight into an Optimisation Plan
Video lesson
164
P2 -PPT -Convert Insight into an Optimisation Plan.
PDF lesson
165
Q2 -Convert Insight into an Optimisation Plan
15 questions
166
VID 3 - Prioritise, Govern and Improve Continuously
Video lesson
167
P3 - PPT - Prioritise, Govern and Improve Continuously.
PDF lesson
168
Q3 - Prioritise, Govern and Improve Continuously
15 questions
169
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
170
VID 1- Develop customer-centric strategies.
Video lesson
171
P1 -PPT- Develop customer-centric strategies.
PDF lesson
172
P1 Q1: Develop customer-centric strategies.
20 questions
173
P2 -PPT- Cross-functional collaboration to improve customer experience .
PDF lesson
174
VID 2 - Cross-functional collaboration to improve customer experience .
Video lesson
175
P2 Q2: Cross-functional collaboration to improve customer experience .
20 questions
176
P3 - PPT - Optimise resources and work towards continuous improvement.
PDF lesson
177
VID 3 -Optimise resources and work towards continuous improvement.
Video lesson
178
P3 Q3 :Optimise resources and work towards continuous improvement.
20 questions
179
PPT-L13 -Develop customer-centric strategies, collaborate across func.tions, and optimise resources
PDF lesson
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