G2-Femi-Customer Journey

VID 1-Definitions and why journeys matter (incl. organisational contexts).

P1-PPT-Definitions and why journeys matter (incl. organisational contexts).

P1-AUD-Definitions and why journeys matter (incl. organisational contexts).

Q1: Definitions and why journeys matter (incl. organisational contexts)

VID 2-The seven customer benefits + mechanisms + levers,

P2-PPT-The seven customer benefits + mechanisms + levers,

P2-AUD-The seven customer benefits + mechanisms + levers

Q2: The seven customer benefits + mechanisms + levers

VID 3-Mapping methods + measurement + pitfalls + cases.

P3-PPT-Mapping methods + measurement + pitfalls + cases.

P3-AUD-Mapping methods + measurement + pitfalls + cases

Q3: Mapping methods + measurement + pitfalls + cases

PPT-L1-Definitions, Benefits, Mapping, and Measurement.

P1-VID-Understanding Integrated Customer Journey Mapping in an Organisational Context.

P1-PPT-Understanding Integrated Customer Journey Mapping in an Organisational Context.

P1-AUD-Understanding Integrated Customer Journey Mapping in an Organisational Context

Q1: Understanding Integrated Customer Journey Mapping in an Organisational Context.

P2-VID- Step-by-Step: Creating an Integrated Customer Journey Map.

P2-PPT- Step-by-Step: Creating an Integrated Customer Journey Map.

P2-AUD-Step-by-Step: Creating an Integrated Customer Journey Map

Q2: Step-by-Step: Creating an Integrated Customer Journey Map.

P3-VID-Applied Example: Personas + ACPRA Journey for E-commerce Retail.

P3-PPT-Applied Example: Personas + ACPRA Journey for E-commerce Retail.

P3-AUD-Applied Example: Personas + ACPRA Journey for E-commerce Retail

Q3: Applied Example: Personas + ACPRA Journey for E-commerce Retail.

PPT-L2-Creating an Integrated Customer Journey Map for E-commerce Retailer.

CJO Assignment 1 - June 2026 [final]

P1-VID-Defining and measuring service quality (SERVQUAL/RATE.R)

P1-PPT-Defining and measuring service quality (SERVQUAL/RATE.R)

P1-AUD-Defining and measuring service quality (SERVQUAL/RATE.R)

Q1: Defining and measuring service quality (SERVQUAL/RATE.R)

P2-VID- Mapping channels to journey stages using RACE.

P2-PPT- Mapping channels to journey stages using RACE.

P2-AUD-Mapping channels to journey stages using RACE

Q2: Mapping channels to journey stages using RACE.

P3-VID-Identifying gaps, recommending changes, and monitoring impact Defining and Measuring Service Quality.

P3-PPT-Identifying gaps, recommending changes, and monitoring impact Defining and Measuring Service Quality.

P3-AUD-Identifying gaps, recommending changes, and monitoring impact Defining and Measuring Service Quality

Q3: Identifying gaps, recommending changes, and monitoring impact Defining and Measuring Service Quality.

PPT-L3-Measuring and Improving Service Quality Across the Customer Journey.

P1-PPT-Selecting the right (sources,touchpoints,governance,measurement design).

P1 Live: Selecting the right (sources,touchpoints,governance,measurement design).

P1-AUD-Selecting the right (sources,touchpoints,governance,measurement design)

Q1: Selecting the right (sources,touchpoints,governance,measurement design).

P2-PPT-Technology+analysis methods(GA4,tagging,CDPs,attribution,MMM,quant/qual methods).

P2 Live: Validation,interpretati on and application Technology+analysis methods(GA4,tagging,CDPs,attribution,MMM,quant/qual methods).

P2-AUD-Technology+analysis methods(GA4,tagging,CDPs,attribution,MMM,quant/qual methods)

Q2: Technology+analysis methods(GA4,tagging,CDPs,attribution,MMM,quant/qual methods).

P3-PPT-Validation,interpretation and application (cleaning,QA,triangulation,decision-making).

P3-AUD-Validation,interpretation and application (cleaning,QA,triangulation,decision-making)

Q3: Validation,interpretation and application (cleaning,QA,triangulation,decision-making).

PPT-L4-From Data To Decision: Selecting,Analysing And Applying Robust Marketing Insights

P1-PPT-Build the Data Foundation.

P1: Build the Data Foundation.

P1:live: Build the Data Foundation.

Q1: Build the Data Foundation.

P2-PPT-Turn Data into Insight.

P2: Turn Data into Insight.

P2:live:Turn Data into Insight.

Q2: Turn Data into Insight.

P3-PPT- Implement Responsibly (Measure + GDPR + Ethics).

P3: Implement Responsibly (Measure + GDPR + Ethics).

P3:live: Implement Responsibly (Measure + GDPR + Ethics).

Q3: Implement Responsibly (Measure + GDPR + Ethics).

PPT-L5- Data to Decisions for Journey Optimisation.

P1-PPT-Conducting Customer Journey Audit.

P1: Conducting Customer Journey Audit.

P1: Conducting Customer Journey Audit.

Q1: Conducting Customer Journey Audit.

P2-PPT-Using Personas and Insight Gap Analysis to Identify Pain Points.

P2: Using Personas and Insight Gap Analysis to Identify Pain Points.

P2: Using Personas and Insight Gap Analysis to Identify Pain Points.

Q2: Using Personas and Insight Gap Analysis to Identify Pain Points.

P3-PPT-Root Cause Analysis and the 5 Whys in Journey Optimisation.

P3: Root Cause Analysis and the 5 Whys in Journey Optimisation.

P3: Root Cause Analysis and the 5 Whys in Journey Optimisation.

Q3: Root Cause Analysis and the 5 Whys in Journey Optimisation.

PPT-L6-Diagnosing Customer Journey Pain Points.

P1 -PPT-Diagnosing Journey Quality and Service Gaps

P1: Diagnosing Journey Quality and Service Gaps

P1:live: Diagnosing Journey Quality and Service Gaps

P1 Q1: Diagnosing Journey Quality and Service Gaps

P2-PPT-Pain Points and Closing Journey Gaps (Digital Focus).

P2: Pain Points and Closing Journey Gaps (Digital Focus).

P2:live: Pain Points and Closing Journey Gaps (Digital Focus).

P2 Q2 : Pain Points and Closing Journey Gaps (Digital Focus).

P3-PPT-Creating a Seamless Online and Offline Experience.

P3: Creating a Seamless Online and Offline Experience.

P3:live: Creating a Seamless Online and Offline Experience.

P3 Q3 : Creating a Seamless Online and Offline Experience.

PPT-L7-Customer Journey Optimisation Using SERVQUAL, Gap Analysis and Omnichannel Seam Design.

CJO assignment 3 (august 2026)

P1-PPT-Turning data into journey understanding.

p1: Turning data into journey understanding.

p1: live:Turning data into journey understanding.

P1 Q1 : Turning data into journey understanding.

P2-PPT-Using patterns and trends to answer the four journey questions.

p2: Using patterns and trends to answer the four journey questions.

p2:live: Using patterns and trends to answer the four journey questions.

P2 Q2 :Using patterns and trends to answer the four journey questions.

P3-PPT-Explaining why, validating impact, valuing touchpoints.

p3: Explaining why, validating impact, valuing touchpoints.

p3:live: Explaining why, validating impact, valuing touchpoints.

P3 Q3: Spot the Signal: Patterns & Trends for Customer Journey Optimisation.

PPT-L8 - Spot the Signal: Patterns & Trends for Customer Journey Optimisation.

P1-PPT-Customer journeys as a data-and-decision system..

P1: Customer journeys as a data-and-decision system..

P1:live: Customer journeys as a data-and-decision system..

P1 Q1: Customer journeys as a data-and-decision system..

P2-PPT-Leveraging data for customer engagement ..

P2: Leveraging data for customer engagement .

P2 Q2: Leveraging data for customer engagement ..

P3-PPT-Leveraging data for business growth + predictive analytics ..

P3: Leveraging data for business growth + predictive analytics ..

P2:live:Leveraging data for customer engagement .

P3 Q3: Leveraging data for business growth + predictive analytics ..

PPT-L9- Turning Customer Data into Growth..

P1-LIVE- CDJ as an operating model.

P1-PPT- CDJ as an operating model.

P1: CDJ as an operating model.

P1 Q1: CDJ as an operating model.

P2-LIVE-Tailoring offers, promotions, and experiences.

P2-PPT-Tailoring offers, promotions, and experiences.

P2: Tailoring offers, promotions, and experiences.

P2 Q2: Tailoring offers, promotions, and experiences.

P3-PPT-Monitoring, governance, experimentation quality, scaling.

P3: Monitoring, governance, experimentation quality, scaling.

P3 Q3: Monitoring, governance, experimentation quality, scaling.

PPT-L10 - Customer Journey Optimisation: Orchestrating the Consumer Decision Journey.

P1- Live- Acquisition And Conversion Diagnostics..

P1 –PPT- Acquisition And Conversion Diagnostics..

P1: Acquisition And Conversion Diagnostics..

P1 Q1: Acquisition And Conversion Diagnostics..

P2 – Live-Value, loyalty and relationship health..

P2 – PPT-Value, loyalty and relationship health..

P2: Value, loyalty and relationship health..

P2 Q2: Value, loyalty and relationship health..

P3 –Live-Channel performance, ROMI and board-level reporting..

P3 –PPT-Channel performance, ROMI and board-level reporting..

P3: Channel performance, ROMI and board-level reporting..

P3 Q3: Channel performance, ROMI and board-level reporting..

PPT-L11 - Key Metrics for Customer Journey Optimisation..

P1 -PPT- Build the Evidence Base .

P1: Build the Evidence Base

P1: LIVE: Build the Evidence Base

P1 Q1: Build the evidence base

P2 -PPT -Convert Insight into an Optimisation Plan.

P2: Convert Insight into an Optimisation Plan.

P2:LIVE: Convert Insight into an Optimisation Plan.

P2 Q2: Convert Insight into an Optimisation Plan.

P3 - PPT - Prioritise, Govern and Improve Continuously.

P3: Prioritise, Govern and Improve Continuously.

P3 Q3: Prioritise, Govern and Improve Continuously.

PPT- Journey Optimisation Plan - Audit, Feedback, Analytics and Continuous Improvement.

P1:LIVE: Develop customer-centric strategies.

P1 -PPT- Develop customer-centric strategies.

P1: Develop customer-centric strategies.

P1 Q1: Develop customer-centric strategies.

P2:LIVE: Cross-functional collaboration to improve customer experience .

P2 -PPT- Cross-functional collaboration to improve customer experience .

P2: Cross-functional collaboration to improve customer experience .

P2 Q2: Cross-functional collaboration to improve customer experience .

P3 - PPT - Optimise resources and work towards continuous improvement.

P3: Optimise resources and work towards continuous improvement.

P3 Q3 :Optimise resources and work towards continuous improvement.

PPT-L13 -Develop customer-centric strategies, collaborate across func.tions, and optimise resources

P1 - LIVE - Understand and Map

P1 - PPT - Understand and Map

P2 - LIVE - Diagnose and Interpret

P2 - PPT - Diagnose and Interpret

P3 - LIVE - Measure and Deliver

P3 - PPT - Measure and Deliver