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Description
Curriculum
Reviews
Grade
New Level 6 Marketing Manager Oct.25
Nathan-Customer Journey Optimisation
Instructor
kentbusinesscollege.org
16
Students
enrolled
0
0 reviews
Course details
Lectures
:
88
Quizzes
:
39
Level
:
Intermediate
Description
Curriculum
L1-Definitions, Benefits, Mapping, and Measurement 11/3/2026
1
P1-Definitions and why journeys matter (incl. organisational contexts).
Video lesson
2
P1-PPT-Definitions and why journeys matter (incl. organisational contexts).
1h
3
Q1-Definitions and why journeys matter (incl. organisational contexts).
10 questions
4
P2-The seven customer benefits + mechanisms + levers.
Video lesson
5
P2-PPT-The seven customer benefits + mechanisms + levers,
1h
6
Q2- The seven customer benefits + mechanisms + levers
10 questions
7
P3-Mapping methods + measurement + pitfalls + cases.
Video lesson
8
P3-PPT-Mapping methods + measurement + pitfalls + cases.
1h
9
Q3-Mapping methods + measurement + pitfalls + cases
10 questions
10
PPT-L1-Definitions, Benefits, Mapping, and Measurement.
PDF lesson
L2-Creating an Integrated Customer Journey Map for E-commerce Retailer 18/3/2026
11
P1-Understanding Integrated Customer Journey Mapping in an Organisational Context
Video lesson
12
P1-PPT-Understanding Integrated Customer Journey Mapping in an Organisational Context.
1h
13
Q1-Understanding Integrated Customer Journey Mapping in an Organisational Context
10 questions
14
P2-Step-by-Step: Creating an Integrated Customer Journey Map
Video lesson
15
P2-PPT- Step-by-Step: Creating an Integrated Customer Journey Map.
PDF lesson
16
Q2-Step-by-Step: Creating an Integrated Customer Journey Map
10 questions
17
P3-Applied Example: Personas + ACPRA Journey for E-commerce Retail
Video lesson
18
P3-PPT-Applied Example: Personas + ACPRA Journey for E-commerce Retail.
PDF lesson
19
Q3-Applied Example: Personas + ACPRA Journey for E-commerce Retail
10 questions
20
PPT-L2-Creating an Integrated Customer Journey Map for E-commerce Retailer.
PDF lesson
L3-Measuring and Improving Service Quality Across the Customer Journey 25\3\2026
21
P1-Defining and measuring service quality (SERVQUAL/RATER)
Video lesson
22
P1-PPT-Defining and measuring service quality (SERVQUAL/RATE.R)
PDF lesson
23
Q1-Defining and measuring service quality (SERVQUAL/RATER)
5 questions
24
P2-Mapping channels to journey stages using RACE
Video lesson
25
P2-PPT- Mapping channels to journey stages using RACE.
PDF lesson
26
Q2-Mapping channels to journey stages using RACE
10 questions
27
P3-Identifying gaps, recommending changes, and monitoring impact Defining and Measuring Service Quality
Video lesson
28
P3-PPT-Identifying gaps, recommending changes, and monitoring impact Defining and Measuring Service Quality.
PDF lesson
29
Q3-Identifying gaps, recommending changes, and monitoring impact Defining and Measuring Service Quality
10 questions
30
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 8/4/26
31
VID 1-Selecting the right (sources,touchpoints,governance,measurement design)
Video lesson
32
P1-PPT-Selecting the right (sources,touchpoints,governance,measurement design).
PDF lesson
33
Q1-Selecting the right (sources,touchpoints,governance,measurement design)
15 questions
34
VID 2-Technology+analysis methods(GA4,tagging,CDPs,attribution,MMM,quant/qual methods)
Video lesson
35
P2-PPT-Technology+analysis methods(GA4,tagging,CDPs,attribution,MMM,quant/qual methods).
PDF lesson
36
Q2-Technology+analysis methods(GA4,tagging,CDPs,attribution,MMM,quant/qual methods)
10 questions
37
VID 3-PValidation,interpretation and application (cleaning,QA,triangulation,decision-making)
Video lesson
38
P3-PPT-Validation,interpretation and application (cleaning,QA,triangulation,decision-making).
1h
39
Q3-Validation,interpretation and application (cleaning,QA,triangulation,decision-making)
10 questions
40
PPT-L4-From Data To Decision: Selecting,Analysing And Applying Robust Marketing Insights
PDF lesson
L5- Data to Decisions for Journey Optimisation 15/4/26
41
VID 1-Build the Data Foundation
Video lesson
42
P1-PPT-Build the Data Foundation.
PDF lesson
43
Q1-Build the Data Foundation
15 questions
44
VID 2-Turn Data into Insight
Video lesson
45
P2-PPT-Turn Data into Insight.
PDF lesson
46
Q2-Turn Data into Insight
15 questions
47
VID 3- Implement Responsibly (Measure + GDPR + Ethics)
Video lesson
48
P3-PPT- Implement Responsibly (Measure + GDPR + Ethics).
PDF lesson
49
Q3- Implement Responsibly (Measure + GDPR + Ethics)
15 questions
50
PPT-L5- Data to Decisions for Journey Optimisation.
PDF lesson
L6-Diagnosing Customer Journey Pain Points 22/4/26
51
VID 1-Conducting Customer Journey Audit
Video lesson
52
P1-PPT-Conducting Customer Journey Audit.
PDF lesson
53
Q1-Conducting Customer Journey Audit
15 questions
54
VID 2-Using Personas and Insight Gap Analysis to Identify Pain Points
Video lesson
55
P2-PPT-Using Personas and Insight Gap Analysis to Identify Pain Points.
PDF lesson
56
Q2-Using Personas and Insight Gap Analysis to Identify Pain Points
15 questions
57
VID 3-Root Cause Analysis and the 5 Whys in Journey Optimisation
Video lesson
58
P3-PPT-Root Cause Analysis and the 5 Whys in Journey Optimisation.
PDF lesson
59
Q3-Root Cause Analysis and the 5 Whys in Journey Optimisation
15 questions
60
PPT-L6-Diagnosing Customer Journey Pain Points.
PDF lesson
L7 -Customer Journey Optimisation Using SERVQUAL, Gap Analysis and Omnichannel Seam Design 29/4/2026
61
P1-Diagnosing Journey Quality and Service Gaps
30 Minutes
62
P1 -PPT-Diagnosing Journey Quality and Service Gaps
PDF lesson
63
Q 1 -Diagnosing Journey Quality and Service Gaps.
20 questions
64
P2-Pain Points and Closing Journey Gaps (Digital Focus)
18 min
65
P2-PPT-Pain Points and Closing Journey Gaps (Digital Focus).
PDF lesson
66
Q2-Pain Points and Closing Journey Gaps (Digital Focus)
20 questions
67
P3-Creating a Seamless Online and Offline Experience
40 Min
68
P3-PPT-Creating a Seamless Online and Offline Experience.
PDF lesson
69
Q3-Creating a Seamless Online and Offline Experience
20 questions
70
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 6/5/26
71
VID1-Turning data into journey understanding
Video lesson
72
P1-PPT-Turning data into journey understanding.
PDF lesson
73
Q1-Turning data into journey understanding
15 questions
74
VID2-Using patterns and trends to answer the four journey questions
Video lesson
75
P2-PPT-Using patterns and trends to answer the four journey questions.
PDF lesson
76
Q2-Using patterns and trends to answer the four journey questions
15 questions
77
VID3-Explaining why, validating impact, valuing touchpoints
Video lesson
78
P3-PPT-Explaining why, validating impact, valuing touchpoints.
PDF lesson
79
Q3-Explaining why, validating impact, valuing touchpoints
15 questions
80
PPT-L8 - Spot the Signal: Patterns & Trends for Customer Journey Optimisation.
PDF lesson
L9- Turning Customer Data into Growth 13/5/26
81
VID1-Customer journeys as a data-and-decision system .
Video lesson
82
P1-PPT-Customer journeys as a data-and-decision system..
PDF lesson
83
Q1-Customer journeys as a data-and-decision system.
20 questions
84
VID2-Leveraging data for customer engagement .
Video lesson
85
P2-PPT-Leveraging data for customer engagement ..
PDF lesson
86
Q2-Leveraging data for customer engagement
20 questions
87
VID3-Leveraging data for business growth + predictive analytics .
Video lesson
88
P3-PPT-Leveraging data for business growth + predictive analytics ..
PDF lesson
89
Q3-Leveraging data for business growth + predictive analytics.
20 questions
90
PPT-L9- Turning Customer Data into Growth..
PDF lesson
L10 - Customer Journey Optimisation: Orchestrating the Consumer Decision Journey 20/5/26
91
VID1- CDJ as an operating model.
Video lesson
92
P1-PPT- CDJ as an operating model.
PDF lesson
93
Q1-CDJ as an operating model
15 questions
94
VID 2-Tailoring offers, promotions, and experiences.
Video lesson
95
P2-PPT-Tailoring offers, promotions, and experiences.
PDF lesson
96
Q2-Tailoring offers, promotions, and experiences
15 questions
97
VID 3-Monitoring, governance, experimentation quality, scaling.
Video lesson
98
P3-PPT-Monitoring, governance, experimentation quality, scaling.
PDF lesson
99
Q3-Monitoring, governance, experimentation quality, scaling
15 questions
100
PPT-L10 - Customer Journey Optimisation: Orchestrating the Consumer Decision Journey.
PDF lesson
L11 - Key Metrics for Customer Journey Optimisation 27/5/26
101
VID 1 – Acquisition And Conversion Diagnostics..
Video lesson
102
P1 –PPT- Acquisition And Conversion Diagnostics..
PDF lesson
103
Q1 – Acquisition And Conversion Diagnostics.
15 questions
104
VID 2 – Value, loyalty and relationship health..
Video lesson
105
P2 – PPT-Value, loyalty and relationship health..
PDF lesson
106
Q2 –Value, loyalty and relationship health.
15 questions
107
VID 3 –Channel performance, ROMI and board-level reporting..
Video lesson
108
P3 –PPT-Channel performance, ROMI and board-level reporting..
PDF lesson
109
Q3 –Channel performance, ROMI and board-level reporting.
15 questions
110
PPT-L11 - Key Metrics for Customer Journey Optimisation..
PDF lesson
L12 - Customer-Centric Strategy, Journey Optimisation Planning and Continuous Improvement10/6/2026
111
VID 1 - Set Customer-Centric Direction and Build the Evidence Base.
Video lesson
112
P1 - PPT- Set Customer-Centric Direction and Build the Evidence Base.
PDF lesson
113
Q1 - Build the Evidence Base
15 questions
114
VID 2 -Convert Insight into a Cross-Functional Optimisation Plan.
Video lesson
115
P2 -PPT -Convert Insight into a Cross-Functional Optimisation Plan.
PDF lesson
116
Q2 -Convert Insight into an Optimisation Plan
15 questions
117
VID 3 -Prioritise Resources, Govern Delivery and Improve Continuously.
Video lesson
118
P3 -PPT - Prioritise Resources, Govern Delivery and Improve Continuously.
PDF lesson
119
Q3 - Prioritise, Govern and Improve Continuously
15 questions
120
PPT - L13 :Customer-Centric Strategy, Journey Optimisation Planning and Continuous Improvement
PDF lesson
L13 -Develop customer-centric strategies, collaborate across functions, and optimise resources
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
P2 Q2: Cross-functional collaboration to improve customer experience .
20 questions
125
P3 - PPT-Optimise resources and work towards continuous improvement.
PDF lesson
126
P3 Q3 :Optimise resources and work towards continuous improvement.
20 questions
127
PPT-L13 -Develop customer-centric strategies, collaborate across func.tions, and optimise resources
PDF lesson
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