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Description
Curriculum
Reviews
Grade
Marketing Manager Level 6 - Feb 2026
G3-Femi-Customer Journey
Instructor
Femi Falodun
24
Students
enrolled
0
0 reviews
Course details
Lectures
:
106
Quizzes
:
39
Level
:
Intermediate
Description
Curriculum
L1-Definitions, Benefits, Mapping, and Measurement 12/6/26
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 19\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 26/6/2026
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 3/7/2026
41
P1-PPT-Selecting the right (sources,touchpoints,governance,measurement design).
PDF lesson
42
P1 Live: Selecting the right (sources,touchpoints,governance,measurement design).
Video lesson
43
P1-AUD-Selecting the right (sources,touchpoints,governance,measurement design)
Audio lesson
44
Q1: Selecting the right (sources,touchpoints,governance,measurement design).
20 questions
Answer all 20 questions. Choose one best answer for each scenario.
45
P2-PPT-Technology+analysis methods(GA4,tagging,CDPs,attribution,MMM,quant/qual methods).
PDF lesson
46
P2Live: Technology+analysis methods Validation,interpretation and application
Video lesson
47
P2-AUD-Technology+analysis methods(GA4,tagging,CDPs,attribution,MMM,quant/qual methods)
Audio lesson
48
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.
49
P3-PPT-Validation,interpretation and application (cleaning,QA,triangulation,decision-making).
1h
50
P3-AUD-Validation,interpretation and application (cleaning,QA,triangulation,decision-making)
Audio lesson
51
Q3: Validation,interpretation and application (cleaning,QA,triangulation,decision-making).
20 questions
Answer all 20 questions. Choose one best answer for each scenario.
52
PPT-L4-From Data To Decision: Selecting,Analysing And Applying Robust Marketing Insights
PDF lesson
L5- Data to Decisions for Journey Optimisation 10/7/2026
53
P1-PPT-Build the Data Foundation.
PDF lesson
54
Q1: Build the Data Foundation.
20 questions
20 advanced-to-complex scenario-based single-choice questions for Lecture 5 Part 1.
55
P1: Build the Data Foundation.
Audio lesson
56
P1-Build the Data Foundation.
Video lesson
57
P2-PPT-Turn Data into Insight.
PDF lesson
58
Q2: Turn Data into Insight.
20 questions
20 advanced-to-complex scenario-based single-choice questions for Lecture 5 Part 2.
59
P2: Turn Data into Insight.
Audio lesson
60
P2-Turn Data into Insight.
Video lesson
61
P3-PPT- Implement Responsibly (Measure + GDPR + Ethics).
PDF lesson
62
P3: Implement Responsibly (Measure + GDPR + Ethics).
Audio lesson
63
Q3: Implement Responsibly (Measure + GDPR + Ethics).
20 questions
20 advanced-to-complex scenario-based single-choice questions for Lecture 5 Part 3.
64
P3- Implement Responsibly (Measure + GDPR + Ethics).
Video lesson
65
PPT-L5- Data to Decisions for Journey Optimisation.
PDF lesson
L6-Diagnosing Customer Journey Pain Points
66
P1-PPT-Conducting Customer Journey Audit.
PDF lesson
67
P1: Conducting Customer Journey Audit.
Audio lesson
68
Q1: Conducting Customer Journey Audit.
20 questions
Apply evidence-led customer journey audit practice to diagnose and prioritise friction points.
69
P2-PPT-Using Personas and Insight Gap Analysis to Identify Pain Points.
PDF lesson
70
P2: Using Personas and Insight Gap Analysis to Identify Pain Points.
Audio lesson
71
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.
72
P3-PPT-Root Cause Analysis and the 5 Whys in Journey Optimisation.
PDF lesson
73
P3: Root Cause Analysis and the 5 Whys in Journey Optimisation.
Audio lesson
74
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.
75
PPT-L6-Diagnosing Customer Journey Pain Points.
PDF lesson
L7 -Customer Journey Optimisation Using SERVQUAL, Gap Analysis and Omnichannel Seam Design
76
P1 -PPT-Diagnosing Journey Quality and Service Gaps
PDF lesson
77
P1: Diagnosing Journey Quality and Service Gaps
Audio lesson
78
P1 Q1: Diagnosing Journey Quality and Service Gaps
20 questions
Advanced-to-complex Customer Journey Optimisation questions aligned to the section KSBs.
79
P2-PPT-Pain Points and Closing Journey Gaps (Digital Focus).
PDF lesson
80
P2: Pain Points and Closing Journey Gaps (Digital Focus).
Audio lesson
81
P2 Q2 : Pain Points and Closing Journey Gaps (Digital Focus).
20 questions
Advanced-to-complex Customer Journey Optimisation questions aligned to the section KSBs.
82
P3-PPT-Creating a Seamless Online and Offline Experience.
PDF lesson
83
P3: Creating a Seamless Online and Offline Experience.
Audio lesson
84
P3 Q3 : Creating a Seamless Online and Offline Experience.
20 questions
Advanced-to-complex Customer Journey Optimisation questions aligned to the section KSBs.
85
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
86
P1-PPT-Turning data into journey understanding.
PDF lesson
87
p1: Turning data into journey understanding.
Audio lesson
88
P1 Q1 : Turning data into journey understanding.
20 questions
Advanced-to-complex Customer Journey Optimisation questions aligned to the section KSBs.
89
P2-PPT-Using patterns and trends to answer the four journey questions.
PDF lesson
90
p2: Using patterns and trends to answer the four journey questions.
Audio lesson
91
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.
92
P3-PPT-Explaining why, validating impact, valuing touchpoints.
PDF lesson
93
p3: Explaining why, validating impact, valuing touchpoints.
Audio lesson
94
P3 Q3: Spot the Signal: Patterns & Trends for Customer Journey Optimisation.
20 questions
95
PPT-L8 - Spot the Signal: Patterns & Trends for Customer Journey Optimisation.
PDF lesson
L9- Turning Customer Data into Growth
96
P1-PPT-Customer journeys as a data-and-decision system..
PDF lesson
97
P1: Customer journeys as a data-and-decision system..
Audio lesson
98
P1 Q1: Customer journeys as a data-and-decision system..
20 questions
Advanced-to-complex Customer Journey Optimisation questions aligned to the section KSBs.
99
P2-PPT-Leveraging data for customer engagement ..
PDF lesson
100
P2: Leveraging data for customer engagement .
Audio lesson
101
P2 Q2: Leveraging data for customer engagement ..
20 questions
Advanced-to-complex Customer Journey Optimisation questions aligned to the section KSBs.
102
P3-PPT-Leveraging data for business growth + predictive analytics ..
PDF lesson
103
P3: Leveraging data for business growth + predictive analytics ..
Audio lesson
104
P3 Q3: Leveraging data for business growth + predictive analytics ..
20 questions
Advanced-to-complex Customer Journey Optimisation questions aligned to the section KSBs.
105
PPT-L9- Turning Customer Data into Growth..
PDF lesson
L10 - Customer Journey Optimisation: Orchestrating the Consumer Decision Journey
106
P1-PPT- CDJ as an operating model.
PDF lesson
107
P1: CDJ as an operating model.
Audio lesson
108
P1 Q1: CDJ as an operating model.
20 questions
Advanced-to-complex Customer Journey Optimisation questions aligned to the section KSBs.
109
P2-PPT-Tailoring offers, promotions, and experiences.
PDF lesson
110
P2: Tailoring offers, promotions, and experiences.
Audio lesson
111
P2 Q2: Tailoring offers, promotions, and experiences.
20 questions
Advanced-to-complex Customer Journey Optimisation questions aligned to the section KSBs.
112
P3-PPT-Monitoring, governance, experimentation quality, scaling.
PDF lesson
113
P3: Monitoring, governance, experimentation quality, scaling.
Audio lesson
114
P3 Q3: Monitoring, governance, experimentation quality, scaling.
20 questions
Advanced-to-complex Customer Journey Optimisation questions aligned to the section KSBs.
115
PPT-L10 - Customer Journey Optimisation: Orchestrating the Consumer Decision Journey.
PDF lesson
L11 - Key Metrics for Customer Journey Optimisation
116
P1 –PPT- Acquisition And Conversion Diagnostics..
PDF lesson
117
P1: Acquisition And Conversion Diagnostics..
Audio lesson
118
P1 Q1: Acquisition And Conversion Diagnostics..
20 questions
Advanced-to-complex Customer Journey Optimisation questions aligned to the section KSBs.
119
P2 – PPT-Value, loyalty and relationship health..
PDF lesson
120
P2: Value, loyalty and relationship health..
Audio lesson
121
P2 Q2: Value, loyalty and relationship health..
20 questions
Advanced-to-complex Customer Journey Optimisation questions aligned to the section KSBs.
122
P3 –PPT-Channel performance, ROMI and board-level reporting..
PDF lesson
123
P3 Q3: Channel performance, ROMI and board-level reporting..
20 questions
Advanced-to-complex Customer Journey Optimisation questions aligned to the section KSBs.
124
P3: Channel performance, ROMI and board-level reporting..
Audio lesson
125
PPT-L11 - Key Metrics for Customer Journey Optimisation..
PDF lesson
L12 - Journey Optimisation Plan - Audit, Feedback, Analytics and Continuous Improvement
126
P1 -PPT- Build the Evidence Base .
PDF lesson
127
P1: Build the Evidence Base
Audio lesson
128
P1 Q1: Build the evidence base
20 questions
129
P2 -PPT -Convert Insight into an Optimisation Plan.
PDF lesson
130
P2: Convert Insight into an Optimisation Plan.
Audio lesson
131
P2 Q2: Convert Insight into an Optimisation Plan.
20 questions
132
P3 - PPT - Prioritise, Govern and Improve Continuously.
PDF lesson
133
P3: Prioritise, Govern and Improve Continuously.
Audio lesson
134
P3 Q3: Prioritise, Govern and Improve Continuously.
20 questions
135
PPT- Journey Optimisation Plan - Audit, Feedback, Analytics and Continuous Improvement.
PDF lesson
L13 -Develop customer-centric strategies, collaborate across functions, and optimise resources
136
P1 -PPT- Develop customer-centric strategies.
PDF lesson
137
P1: Develop customer-centric strategies.
Audio lesson
138
P1 Q1: Develop customer-centric strategies.
20 questions
139
P2 -PPT- Cross-functional collaboration to improve customer experience .
PDF lesson
140
P2: Cross-functional collaboration to improve customer experience .
Audio lesson
141
P2 Q2: Cross-functional collaboration to improve customer experience .
20 questions
142
P3 - PPT-Optimise resources and work towards continuous improvement.
PDF lesson
143
P3: Optimise resources and work towards continuous improvement.
Audio lesson
144
P3 Q3 :Optimise resources and work towards continuous improvement.
20 questions
145
PPT-L13 -Develop customer-centric strategies, collaborate across func.tions, and optimise resources
PDF lesson
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