Home
Free Courses
Safeguarding Handbook
User Account
{{ search }}
login/sign up
Get course
£500
Certificate included
Add to wishlist
Share
Share "Nathan-Customer Journey Optimisation"
Facebook
Twitter
Linkedin
Telegram
WhatsApp
Copy link
Description
Curriculum
Reviews
Grade
New Level 6 Marketing Manager Oct.25
Nathan-Customer Journey Optimisation
Instructor
kentbusinesscollege.org
17
Students
enrolled
0
0 reviews
Course details
Lectures
:
118
Quizzes
:
57
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
L1-Definitions, Benefits, Mapping, and Measurement 11/3/2026
11
P1-Definitions and why journeys matter (incl. organisational contexts).
Video lesson
12
P1-PPT-Definitions and why journeys matter (incl. organisational contexts).
1h
13
Q1-Definitions and why journeys matter (incl. organisational contexts).
10 questions
14
P2-The seven customer benefits + mechanisms + levers.
Video lesson
15
P2-PPT-The seven customer benefits + mechanisms + levers,
1h
16
Q2- The seven customer benefits + mechanisms + levers
10 questions
17
P3-Mapping methods + measurement + pitfalls + cases.
Video lesson
18
P3-PPT-Mapping methods + measurement + pitfalls + cases.
1h
19
Q3-Mapping methods + measurement + pitfalls + cases
10 questions
20
PPT-L1-Definitions, Benefits, Mapping, and Measurement.
PDF lesson
L2-Creating an Integrated Customer Journey Map for E-commerce Retailer 18/3/2026
21
P1-Understanding Integrated Customer Journey Mapping in an Organisational Context
Video lesson
22
P1-PPT-Understanding Integrated Customer Journey Mapping in an Organisational Context.
1h
23
Q1-Understanding Integrated Customer Journey Mapping in an Organisational Context
10 questions
24
P2-Step-by-Step: Creating an Integrated Customer Journey Map
Video lesson
25
P2-PPT- Step-by-Step: Creating an Integrated Customer Journey Map.
PDF lesson
26
Q2-Step-by-Step: Creating an Integrated Customer Journey Map
10 questions
27
P3-Applied Example: Personas + ACPRA Journey for E-commerce Retail
Video lesson
28
P3-PPT-Applied Example: Personas + ACPRA Journey for E-commerce Retail.
PDF lesson
29
Q3-Applied Example: Personas + ACPRA Journey for E-commerce Retail
10 questions
30
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 18/3/2026
31
P1-Understanding Integrated Customer Journey Mapping in an Organisational Context
Video lesson
32
P1-PPT-Understanding Integrated Customer Journey Mapping in an Organisational Context.
1h
33
Q1-Understanding Integrated Customer Journey Mapping in an Organisational Context
10 questions
34
P2-Step-by-Step: Creating an Integrated Customer Journey Map
Video lesson
35
P2-PPT- Step-by-Step: Creating an Integrated Customer Journey Map.
PDF lesson
36
Q2-Step-by-Step: Creating an Integrated Customer Journey Map
10 questions
37
P3-Applied Example: Personas + ACPRA Journey for E-commerce Retail
Video lesson
38
P3-PPT-Applied Example: Personas + ACPRA Journey for E-commerce Retail.
PDF lesson
39
Q3-Applied Example: Personas + ACPRA Journey for E-commerce Retail
10 questions
40
PPT-L2-Creating an Integrated Customer Journey Map for E-commerce Retailer.
PDF lesson
L3-Measuring and Improving Service Quality Across the Customer Journey
41
P1-PPT-Defining and measuring service quality (SERVQUAL/RATE.R)
PDF lesson
42
Q1-Defining and measuring service quality (SERVQUAL/RATER)
5 questions
43
P2-PPT- Mapping channels to journey stages using RACE.
PDF lesson
44
Q2-Mapping channels to journey stages using RACE
10 questions
45
P3-PPT-Identifying gaps, recommending changes, and monitoring impact Defining and Measuring Service Quality.
PDF lesson
46
Q3-Identifying gaps, recommending changes, and monitoring impact Defining and Measuring Service Quality
10 questions
47
PPT-L3-Measuring and Improving Service Quality Across the Customer Journey.
PDF lesson
L3-Measuring and Improving Service Quality Across the Customer Journey 25\3\2026
48
P1-Defining and measuring service quality (SERVQUAL/RATER)
Video lesson
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-Mapping channels to journey stages using RACE
Video lesson
52
P2-PPT- Mapping channels to journey stages using RACE.
PDF lesson
53
Q2-Mapping channels to journey stages using RACE
10 questions
54
P3-Identifying gaps, recommending changes, and monitoring impact Defining and Measuring Service Quality
Video lesson
55
P3-PPT-Identifying gaps, recommending changes, and monitoring impact Defining and Measuring Service Quality.
PDF lesson
56
Q3-Identifying gaps, recommending changes, and monitoring impact Defining and Measuring Service Quality
10 questions
57
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
58
P1-PPT-Selecting the right (sources,touchpoints,governance,measurement design).
PDF lesson
59
Q1-Selecting the right (sources,touchpoints,governance,measurement design)
15 questions
60
P2-PPT-Technology+analysis methods(GA4,tagging,CDPs,attribution,MMM,quant/qual methods).
PDF lesson
61
Q2-Technology+analysis methods(GA4,tagging,CDPs,attribution,MMM,quant/qual methods)
10 questions
62
P3-PPT-Validation,interpretation and application (cleaning,QA,triangulation,decision-making).
1h
63
Q3-Validation,interpretation and application (cleaning,QA,triangulation,decision-making)
10 questions
64
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 8/4/26
65
VID 1-Selecting the right (sources,touchpoints,governance,measurement design)
Video lesson
66
P1-PPT-Selecting the right (sources,touchpoints,governance,measurement design).
PDF lesson
67
Q1-Selecting the right (sources,touchpoints,governance,measurement design)
15 questions
68
VID 2-Technology+analysis methods(GA4,tagging,CDPs,attribution,MMM,quant/qual methods)
Video lesson
69
P2-PPT-Technology+analysis methods(GA4,tagging,CDPs,attribution,MMM,quant/qual methods).
PDF lesson
70
Q2-Technology+analysis methods(GA4,tagging,CDPs,attribution,MMM,quant/qual methods)
10 questions
71
VID 3-PValidation,interpretation and application (cleaning,QA,triangulation,decision-making)
Video lesson
72
P3-PPT-Validation,interpretation and application (cleaning,QA,triangulation,decision-making).
1h
73
Q3-Validation,interpretation and application (cleaning,QA,triangulation,decision-making)
10 questions
74
PPT-L4-From Data To Decision: Selecting,Analysing And Applying Robust Marketing Insights
PDF lesson
L5- Data to Decisions for Journey Optimisation
75
P1-PPT-Build the Data Foundation
30 Minutes
76
Q1-Build the Data Foundation
15 questions
77
P2-PPT-Turn Data into Insight
30 Minutes
78
Q2-Turn Data into Insight
15 questions
79
P3-PPT- Implement Responsibly (Measure + GDPR + Ethics)
PDF lesson
80
Q3- Implement Responsibly (Measure + GDPR + Ethics)
15 questions
81
PPT-L5- Data to Decisions for Journey Optimisation
PDF lesson
L5- Data to Decisions for Journey Optimisation 15/4/26
82
VID 1-Build the Data Foundation
Video lesson
83
P1-PPT-Build the Data Foundation.
PDF lesson
84
Q1-Build the Data Foundation
15 questions
85
VID 2-Turn Data into Insight
Video lesson
86
P2-PPT-Turn Data into Insight.
PDF lesson
87
Q2-Turn Data into Insight
15 questions
88
VID 3- Implement Responsibly (Measure + GDPR + Ethics)
Video lesson
89
P3-PPT- Implement Responsibly (Measure + GDPR + Ethics).
PDF lesson
90
Q3- Implement Responsibly (Measure + GDPR + Ethics)
15 questions
91
PPT-L5- Data to Decisions for Journey Optimisation.
PDF lesson
L6-Diagnosing Customer Journey Pain Points
92
P1-PPT-Conducting Customer Journey Audit.
PDF lesson
93
Q1-Conducting Customer Journey Audit
15 questions
94
P2-PPT-Using Personas and Insight Gap Analysis to Identify Pain Points.
PDF lesson
95
Q2-Using Personas and Insight Gap Analysis to Identify Pain Points
15 questions
96
P3-PPT-Root Cause Analysis and the 5 Whys in Journey Optimisation.
PDF lesson
97
Q3-Root Cause Analysis and the 5 Whys in Journey Optimisation
15 questions
98
PPT-L6-Diagnosing Customer Journey Pain Points.
PDF lesson
L6-Diagnosing Customer Journey Pain Points 22/4/26
99
VID 1-Conducting Customer Journey Audit
Video lesson
100
P1-PPT-Conducting Customer Journey Audit.
PDF lesson
101
Q1-Conducting Customer Journey Audit
15 questions
102
VID 2-Using Personas and Insight Gap Analysis to Identify Pain Points
Video lesson
103
P2-PPT-Using Personas and Insight Gap Analysis to Identify Pain Points.
PDF lesson
104
Q2-Using Personas and Insight Gap Analysis to Identify Pain Points
15 questions
105
VID 3-Root Cause Analysis and the 5 Whys in Journey Optimisation
Video lesson
106
P3-PPT-Root Cause Analysis and the 5 Whys in Journey Optimisation.
PDF lesson
107
Q3-Root Cause Analysis and the 5 Whys in Journey Optimisation
15 questions
108
PPT-L6-Diagnosing Customer Journey Pain Points.
PDF lesson
L7 -Customer Journey Optimisation Using SERVQUAL, Gap Analysis and Omnichannel Seam Design 29/4/2026
109
P1-Diagnosing Journey Quality and Service Gaps
30 Minutes
110
P1 -PPT-Diagnosing Journey Quality and Service Gaps
PDF lesson
111
Q 1 -Diagnosing Journey Quality and Service Gaps.
20 questions
112
P2-Pain Points and Closing Journey Gaps (Digital Focus)
18 min
113
P2-PPT-Pain Points and Closing Journey Gaps (Digital Focus).
PDF lesson
114
Q2-Pain Points and Closing Journey Gaps (Digital Focus)
20 questions
115
P3-Creating a Seamless Online and Offline Experience
40 Min
116
P3-PPT-Creating a Seamless Online and Offline Experience.
PDF lesson
117
Q3-Creating a Seamless Online and Offline Experience
20 questions
118
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
119
VID1-Turning data into journey understanding
Video lesson
120
P1-PPT-Turning data into journey understanding.
PDF lesson
121
Q1-Turning data into journey understanding
15 questions
122
VID2-Using patterns and trends to answer the four journey questions
Video lesson
123
P2-PPT-Using patterns and trends to answer the four journey questions.
PDF lesson
124
Q2-Using patterns and trends to answer the four journey questions
15 questions
125
VID3-Explaining why, validating impact, valuing touchpoints
Video lesson
126
P3-PPT-Explaining why, validating impact, valuing touchpoints.
PDF lesson
127
Q3-Explaining why, validating impact, valuing touchpoints
15 questions
128
PPT-L8 - Spot the Signal: Patterns & Trends for Customer Journey Optimisation.
PDF lesson
L9- Turning Customer Data into Growth 13/5/26
129
VID1-Customer journeys as a data-and-decision system .
Video lesson
130
P1-PPT-Customer journeys as a data-and-decision system..
PDF lesson
131
Q1-Customer journeys as a data-and-decision system.
20 questions
132
VID2-Leveraging data for customer engagement .
Video lesson
133
P2-PPT-Leveraging data for customer engagement ..
PDF lesson
134
Q2-Leveraging data for customer engagement
20 questions
135
VID3-Leveraging data for business growth + predictive analytics .
Video lesson
136
P3-PPT-Leveraging data for business growth + predictive analytics ..
PDF lesson
137
Q3-Leveraging data for business growth + predictive analytics.
20 questions
138
PPT-L9- Turning Customer Data into Growth..
PDF lesson
L10 - Customer Journey Optimisation: Orchestrating the Consumer Decision Journey 20/5/26
139
VID1- CDJ as an operating model.
Video lesson
140
P1-PPT- CDJ as an operating model.
PDF lesson
141
Q1-CDJ as an operating model
15 questions
142
VID 2-Tailoring offers, promotions, and experiences.
Video lesson
143
P2-PPT-Tailoring offers, promotions, and experiences.
PDF lesson
144
Q2-Tailoring offers, promotions, and experiences
15 questions
145
VID 3-Monitoring, governance, experimentation quality, scaling.
Video lesson
146
P3-PPT-Monitoring, governance, experimentation quality, scaling.
PDF lesson
147
Q3-Monitoring, governance, experimentation quality, scaling
15 questions
148
PPT-L10 - Customer Journey Optimisation: Orchestrating the Consumer Decision Journey.
PDF lesson
L11 - Key Metrics for Customer Journey Optimisation 27/5/26
149
VID 1 – Acquisition And Conversion Diagnostics..
Video lesson
150
P1 –PPT- Acquisition And Conversion Diagnostics..
PDF lesson
151
Q1 – Acquisition And Conversion Diagnostics.
15 questions
152
VID 2 – Value, loyalty and relationship health..
Video lesson
153
P2 – PPT-Value, loyalty and relationship health..
PDF lesson
154
Q2 –Value, loyalty and relationship health.
15 questions
155
VID 3 –Channel performance, ROMI and board-level reporting..
Video lesson
156
P3 –PPT-Channel performance, ROMI and board-level reporting..
PDF lesson
157
Q3 –Channel performance, ROMI and board-level reporting.
15 questions
158
PPT-L11 - Key Metrics for Customer Journey Optimisation..
PDF lesson
L12 - Customer-Centric Strategy, Journey Optimisation Planning and Continuous Improvement10/6/2026
159
VID 1 - Set Customer-Centric Direction and Build the Evidence Base.
Video lesson
160
P1 - PPT- Set Customer-Centric Direction and Build the Evidence Base.
PDF lesson
161
Q1 - Build the Evidence Base
15 questions
162
VID 2 -Convert Insight into a Cross-Functional Optimisation Plan.
Video lesson
163
P2 -PPT -Convert Insight into a Cross-Functional Optimisation Plan.
PDF lesson
164
Q2 -Convert Insight into an Optimisation Plan
15 questions
165
VID 3 -Prioritise Resources, Govern Delivery and Improve Continuously.
Video lesson
166
P3 -PPT - Prioritise Resources, Govern Delivery and Improve Continuously.
PDF lesson
167
Q3 - Prioritise, Govern and Improve Continuously
15 questions
168
PPT - L13 :Customer-Centric Strategy, Journey Optimisation Planning and Continuous Improvement
PDF lesson
L13 -Develop customer-centric strategies, collaborate across functions, and optimise resources 17/6/2026
169
P1 -PPT- Develop customer-centric strategies.
PDF lesson
170
P1 Q1: Develop customer-centric strategies.
20 questions
171
P2 -PPT- Cross-functional collaboration to improve customer experience .
PDF lesson
172
P2 Q2: Cross-functional collaboration to improve customer experience .
20 questions
173
P3 - PPT - Optimise resources and work towards continuous improvement.
PDF lesson
174
P3 Q3 :Optimise resources and work towards continuous improvement.
20 questions
175
PPT-L13 -Develop customer-centric strategies, collaborate across func.tions, and optimise resources
PDF lesson
Reviews
Please,
login
to leave a review
Grade
Grade details
Course:
Student:
Enrollment date:
Course completion date:
Grade:
Grade Points
Grade Range
Regenerate Grades
Exams:
Sign in to account to see your Grade
Sign In
Popular courses
Social Media Marketing
Members only
By Dr.Rebekah
Commercial Intelligence Level 6 Exam ...
Free
By Omar Badr
Safeguarding for Training Providers
Free
By kentbusinesscollege.org
G1- Ray - Project Management Professi...
£500
By Ray Mead
Popular Courses
Social Media Marketing
Members only
By Dr.Rebekah
Commercial Intelligence Level 6 Ex...
Members only
By Omar Badr
Safeguarding for Training Providers
Free
By kentbusinesscollege.org
Related courses
G1-Keith-Commerical Intelligence-Tuesday
Members only
By Keith Rowland
G2-Keith-Commercial Intelligence-Wedn...
Members only
By Keith Rowland
G3-Femi - Commercial Intelligence- Fr...
£500
£500
By Femi Falodun
More sites
✕
More sites
Login to Aptem
Login to Student Dashboard
Nexus Chat Tutor
✕
NEXUS
Faculty Terminal
✕
Sign In
The password must have a minimum of 8 characters of numbers and letters, contain at least 1 capital letter
I want to sign up as instructor
Remember me
Sign In
Sign Up
Restore password
Send reset link
Password reset link sent
to your email
Close
Your application is sent
We'll send you an email as soon as your application is approved.
Go to Profile
No account?
Sign Up
Sign In
Lost Password?
Professional learning. Lasting impact.
Your learning account
Learner support
Policies & safeguarding
Kent Business
College
Menu
☰
Programmes
Short courses
Free courses
Employers
Resources
About KBC
My learning
→
