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Description
Curriculum
Reviews
Grade
Marketing Manager Level 6 - Feb 2026
G1-Femi-Customer Journey
Instructor
Femi Falodun
17
Students
enrolled
0
0 reviews
Course details
Lectures
:
101
Quizzes
:
39
Level
:
Intermediate
Description
Curriculum
L1-Definitions, Benefits, Mapping, and Measurement 17/6/26
1
VID 1-Definitions and why journeys matter (incl. organisational contexts).
Video lesson
2
P1-PPT-Definitions and why journeys matter (incl. organisational contexts).
1h
3
P1-AUD-Definitions and why journeys matter (incl. organisational contexts).
Audio lesson
4
Q1: Definitions and why journeys matter (incl. organisational contexts)
20 questions
Select the single best answer for each Part 1 workplace scenario.
5
VID 2-The seven customer benefits + mechanisms + levers
Video lesson
6
P2-PPT-The seven customer benefits + mechanisms + levers,
1h
7
P2-AUD-The seven customer benefits + mechanisms + levers
Audio lesson
8
Q2: The seven customer benefits + mechanisms + levers
20 questions
Select the single best answer for each Part 2 workplace scenario.
9
VID 3-Mapping methods + measurement + pitfalls + cases.
Video lesson
10
P3-PPT-Mapping methods + measurement + pitfalls + cases.
1h
11
P3-AUD-Mapping methods + measurement + pitfalls + cases
Audio lesson
12
Q3: Mapping methods + measurement + pitfalls + cases
20 questions
Select the single best answer for each Part 3 workplace scenario.
13
PPT-L1-Definitions, Benefits, Mapping, and Measurement.
PDF lesson
L2-Creating an Integrated Customer Journey Map for E-commerce Retailer 24/6/26
14
P1-VID-Understanding Integrated Customer Journey Mapping in an Organisational Context.
Video lesson
15
P1-PPT-Understanding Integrated Customer Journey Mapping in an Organisational Context.
1h
16
P1-AUD-Understanding Integrated Customer Journey Mapping in an Organisational Context
Audio lesson
17
Q1: Understanding Integrated Customer Journey Mapping in an Organisational Context.
20 questions
Apply Lecture 2 Part 1 concepts to workplace scenarios involving integrated journey mapping and organisational context.
18
P2-VID- Step-by-Step: Creating an Integrated Customer Journey Map.
Video lesson
19
P2-PPT- Step-by-Step: Creating an Integrated Customer Journey Map.
PDF lesson
20
P2-AUD-Step-by-Step: Creating an Integrated Customer Journey Map
Audio lesson
21
Q2: Step-by-Step: Creating an Integrated Customer Journey Map.
20 questions
Apply Lecture 2 Part 2 methods to build, validate and govern an integrated customer journey map.
22
P3-VID-Applied Example: Personas + ACPRA Journey for E-commerce Retail.
Video lesson
23
P3-PPT-Applied Example: Personas + ACPRA Journey for E-commerce Retail.
PDF lesson
24
P3-AUD-Applied Example: Personas + ACPRA Journey for E-commerce Retail
Audio lesson
25
Q3: Applied Example: Personas + ACPRA Journey for E-commerce Retail.
20 questions
Apply Lecture 2 Part 3 personas and ACPRA journey design to e-commerce retail workplace scenarios.
26
PPT-L2-Creating an Integrated Customer Journey Map for E-commerce Retailer.
PDF lesson
27
CJO Assignment 1 - June 2026 [final]
PDF lesson
L3-Measuring and Improving Service Quality Across the Customer Journey 1/7/2026
28
P1-PPT-Defining and measuring service quality (SERVQUAL/RATE.R)
PDF lesson
29
P1 Live: Defining and measuring service quality (SERVQUAL/RATE.R)
Video lesson
30
P1-AUD-Defining and measuring service quality (SERVQUAL/RATE.R)
Audio lesson
31
Q1: Defining and measuring service quality (SERVQUAL/RATE.R)
20 questions
Apply SERVQUAL/RATER and the service quality gaps model to realistic workplace scenarios.
32
P2-PPT- Mapping channels to journey stages using RACE.
PDF lesson
33
P2 Live: Mapping channels to journey stages using RACE.
Video lesson
34
P2-AUD-Mapping channels to journey stages using RACE
Audio lesson
35
Q2: Mapping channels to journey stages using RACE.
20 questions
Apply RACE to channel, customer goal, organisational goal and KPI decisions across the customer journey.
36
P3-PPT-Identifying gaps, recommending changes, and monitoring impact Defining and Measuring Service Quality.
PDF lesson
37
P3 Live: Identifying gaps, recommending changes, and monitoring impact Defining and Measuring Service Quality
Video lesson
38
P3-AUD-Identifying gaps, recommending changes, and monitoring impact Defining and Measuring Service Quality
Audio lesson
39
Q3: Identifying gaps, recommending changes, and monitoring impact Defining and Measuring Service Quality.
20 questions
Diagnose journey gaps, choose evidence-based improvements and monitor impact with balanced metrics and feedback loops.
40
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 8/7/2026
41
P1-PPT-Selecting the right (sources,touchpoints,governance,measurement design).
PDF lesson
42
P1-AUD-Selecting the right (sources,touchpoints,governance,measurement design)
Audio lesson
43
Q1: Selecting the right (sources,touchpoints,governance,measurement design).
20 questions
Answer all 20 questions. Choose one best answer for each scenario.
44
P2-PPT-Technology+analysis methods(GA4,tagging,CDPs,attribution,MMM,quant/qual methods).
PDF lesson
45
P2-AUD-Technology+analysis methods(GA4,tagging,CDPs,attribution,MMM,quant/qual methods)
Audio lesson
46
Q2: Technology+analysis methods(GA4,tagging,CDPs,attribution,MMM,quant/qual methods).
20 questions
Answer all 20 questions. Choose one best answer for each scenario.
47
P3-PPT-Validation,interpretation and application (cleaning,QA,triangulation,decision-making).
1h
48
P3-AUD-Validation,interpretation and application (cleaning,QA,triangulation,decision-making)
Audio lesson
49
Q3: Validation,interpretation and application (cleaning,QA,triangulation,decision-making).
20 questions
Answer all 20 questions. Choose one best answer for each scenario.
50
PPT-L4-From Data To Decision: Selecting,Analysing And Applying Robust Marketing Insights
PDF lesson
L5- Data to Decisions for Journey Optimisation
51
P1-PPT-Build the Data Foundation.
PDF lesson
52
P1: Build the Data Foundation.
Audio lesson
53
Q1: Build the Data Foundation.
20 questions
20 advanced-to-complex scenario-based single-choice questions for Lecture 5 Part 1.
54
P2-PPT-Turn Data into Insight.
PDF lesson
55
P2: Turn Data into Insight.
Audio lesson
56
Q2: Turn Data into Insight.
20 questions
20 advanced-to-complex scenario-based single-choice questions for Lecture 5 Part 2.
57
P3-PPT- Implement Responsibly (Measure + GDPR + Ethics).
PDF lesson
58
P3: Implement Responsibly (Measure + GDPR + Ethics).
Audio lesson
59
Q3: Implement Responsibly (Measure + GDPR + Ethics).
20 questions
20 advanced-to-complex scenario-based single-choice questions for Lecture 5 Part 3.
60
PPT-L5- Data to Decisions for Journey Optimisation.
PDF lesson
L6-Diagnosing Customer Journey Pain Points
61
P1-PPT-Conducting Customer Journey Audit.
PDF lesson
62
P1: Conducting Customer Journey Audit.
Audio lesson
63
Q1: Conducting Customer Journey Audit.
20 questions
Apply evidence-led customer journey audit practice to diagnose and prioritise friction points.
64
P2-PPT-Using Personas and Insight Gap Analysis to Identify Pain Points.
PDF lesson
65
P2: Using Personas and Insight Gap Analysis to Identify Pain Points.
Audio lesson
66
Q2: Using Personas and Insight Gap Analysis to Identify Pain Points.
20 questions
Use personas and insight gaps to identify for whom journey pain occurs and what needs to be learned next.
67
P3-PPT-Root Cause Analysis and the 5 Whys in Journey Optimisation.
PDF lesson
68
P3: Root Cause Analysis and the 5 Whys in Journey Optimisation.
Audio lesson
69
Q3: Root Cause Analysis and the 5 Whys in Journey Optimisation.
20 questions
Move from symptom fixes to system fixes using evidence-led RCA, countermeasures and validation metrics.
70
PPT-L6-Diagnosing Customer Journey Pain Points.
PDF lesson
L7 -Customer Journey Optimisation Using SERVQUAL, Gap Analysis and Omnichannel Seam Design
71
P1 -PPT-Diagnosing Journey Quality and Service Gaps
PDF lesson
72
P1: Diagnosing Journey Quality and Service Gaps
Audio lesson
73
P1 Q1: Diagnosing Journey Quality and Service Gaps
20 questions
Advanced-to-complex Customer Journey Optimisation questions aligned to the section KSBs.
74
P2-PPT-Pain Points and Closing Journey Gaps (Digital Focus).
PDF lesson
75
P2: Pain Points and Closing Journey Gaps (Digital Focus).
Audio lesson
76
P2 Q2 : Pain Points and Closing Journey Gaps (Digital Focus).
20 questions
Advanced-to-complex Customer Journey Optimisation questions aligned to the section KSBs.
77
P3-PPT-Creating a Seamless Online and Offline Experience.
PDF lesson
78
P3: Creating a Seamless Online and Offline Experience.
Audio lesson
79
P3 Q3 : Creating a Seamless Online and Offline Experience.
20 questions
Advanced-to-complex Customer Journey Optimisation questions aligned to the section KSBs.
80
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
81
P1-PPT-Turning data into journey understanding.
PDF lesson
82
p1: Turning data into journey understanding.
Audio lesson
83
P1 Q1 : Turning data into journey understanding.
20 questions
Advanced-to-complex Customer Journey Optimisation questions aligned to the section KSBs.
84
P2-PPT-Using patterns and trends to answer the four journey questions.
PDF lesson
85
p2: Using patterns and trends to answer the four journey questions.
Audio lesson
86
P2 Q2 :Using patterns and trends to answer the four journey questions.
20 questions
Advanced-to-complex Customer Journey Optimisation questions aligned to the section KSBs.
87
P3-PPT-Explaining why, validating impact, valuing touchpoints.
PDF lesson
88
p3: Explaining why, validating impact, valuing touchpoints.
Audio lesson
89
P3 Q3: Spot the Signal: Patterns & Trends for Customer Journey Optimisation.
20 questions
90
PPT-L8 - Spot the Signal: Patterns & Trends for Customer Journey Optimisation.
PDF lesson
L9- Turning Customer Data into Growth
91
P1-PPT-Customer journeys as a data-and-decision system..
PDF lesson
92
P1: Customer journeys as a data-and-decision system..
Audio lesson
93
P1 Q1: Customer journeys as a data-and-decision system..
20 questions
Advanced-to-complex Customer Journey Optimisation questions aligned to the section KSBs.
94
P2-PPT-Leveraging data for customer engagement ..
PDF lesson
95
P2: Leveraging data for customer engagement ..
Audio lesson
96
P2 Q2: Leveraging data for customer engagement ..
20 questions
Advanced-to-complex Customer Journey Optimisation questions aligned to the section KSBs.
97
P3-PPT-Leveraging data for business growth + predictive analytics ..
PDF lesson
98
P3: Leveraging data for business growth + predictive analytics ..
Audio lesson
99
P3 Q3: Leveraging data for business growth + predictive analytics ..
20 questions
Advanced-to-complex Customer Journey Optimisation questions aligned to the section KSBs.
100
PPT-L9- Turning Customer Data into Growth..
PDF lesson
L10 - Customer Journey Optimisation: Orchestrating the Consumer Decision Journey
101
P1-PPT- CDJ as an operating model.
PDF lesson
102
P1: CDJ as an operating model.
Audio lesson
103
P1 Q1: CDJ as an operating model.
20 questions
Advanced-to-complex Customer Journey Optimisation questions aligned to the section KSBs.
104
P2-PPT-Tailoring offers, promotions, and experiences.
PDF lesson
105
P2: Tailoring offers, promotions, and experiences.
Audio lesson
106
P2 Q2: Tailoring offers, promotions, and experiences.
20 questions
Advanced-to-complex Customer Journey Optimisation questions aligned to the section KSBs.
107
P3-PPT-Monitoring, governance, experimentation quality, scaling.
PDF lesson
108
P3: Monitoring, governance, experimentation quality, scaling.
Audio lesson
109
P3 Q3: Monitoring, governance, experimentation quality, scaling.
20 questions
Advanced-to-complex Customer Journey Optimisation questions aligned to the section KSBs.
110
PPT-L10 - Customer Journey Optimisation: Orchestrating the Consumer Decision Journey.
PDF lesson
L11 - Key Metrics for Customer Journey Optimisation
111
P1 –PPT- Acquisition And Conversion Diagnostics..
PDF lesson
112
P1: Acquisition And Conversion Diagnostics..
Audio lesson
113
P1 Q1: Acquisition And Conversion Diagnostics..
20 questions
Advanced-to-complex Customer Journey Optimisation questions aligned to the section KSBs.
114
P2 – PPT-Value, loyalty and relationship health..
PDF lesson
115
P2: Value, loyalty and relationship health..
Audio lesson
116
P2 Q2: Value, loyalty and relationship health..
20 questions
Advanced-to-complex Customer Journey Optimisation questions aligned to the section KSBs.
117
P3 –PPT-Channel performance, ROMI and board-level reporting..
PDF lesson
118
P3: Channel performance, ROMI and board-level reporting..
Audio lesson
119
P3 Q3: Channel performance, ROMI and board-level reporting..
20 questions
Advanced-to-complex Customer Journey Optimisation questions aligned to the section KSBs.
120
PPT-L11 - Key Metrics for Customer Journey Optimisation..
PDF lesson
L12 - Journey Optimisation Plan - Audit, Feedback, Analytics and Continuous Improvement
121
P1 -PPT- Build the Evidence Base .
PDF lesson
122
P1: Build the Evidence Base
Audio lesson
123
P1 Q1: Build the evidence base
20 questions
124
P2 -PPT -Convert Insight into an Optimisation Plan.
PDF lesson
125
P2: Convert Insight into an Optimisation Plan.
Audio lesson
126
P2 Q2: Convert Insight into an Optimisation Plan.
20 questions
127
P3 - PPT - Prioritise, Govern and Improve Continuously.
PDF lesson
128
P3: Prioritise, Govern and Improve Continuously.
Audio lesson
129
P3 Q3: Prioritise, Govern and Improve Continuously.
20 questions
130
PPT- Journey Optimisation Plan - Audit, Feedback, Analytics and Continuous Improvement.
PDF lesson
L13 -Develop customer-centric strategies, collaborate across functions, and optimise resources
131
P1 -PPT- Develop customer-centric strategies.
PDF lesson
132
P1: Develop customer-centric strategies.
Audio lesson
133
P1 Q1: Develop customer-centric strategies.
20 questions
134
P2 -PPT- Cross-functional collaboration to improve customer experience .
PDF lesson
135
P2: Cross-functional collaboration to improve customer experience .
Audio lesson
136
P2 Q2: Cross-functional collaboration to improve customer experience .
20 questions
137
P3 - PPT-Optimise resources and work towards continuous improvement.
PDF lesson
138
P3: Optimise resources and work towards continuous improvement.
Audio lesson
139
P3 Q3 :Optimise resources and work towards continuous improvement.
20 questions
140
PPT-L13 -Develop customer-centric strategies, collaborate across func.tions, and optimise resources
PDF lesson
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