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Description
Curriculum
Reviews
Grade
New Level 6 Marketing Manager Oct.25
G1- Nathan - Customer Journey Optimisation
Instructor
kentbusinesscollege.org
24
Students
enrolled
0
0 reviews
Course details
Lectures
:
123
Quizzes
:
56
Description
Curriculum
L1-Definitions, Benefits, Mapping, and Measurement 3/3/2026
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 3/3/2026
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 10/3/2026
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 10/3/2026
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 17/3/2026
41
P1-Defining and measuring service quality (SERVQUAL/RATER)
Video lesson
42
P1-PPT-Defining and measuring service quality (SERVQUAL/RATE.R)
PDF lesson
43
Q1-Defining and measuring service quality (SERVQUAL/RATER)
5 questions
44
P2-Mapping channels to journey stages using RACE
Video lesson
45
P2-PPT- Mapping channels to journey stages using RACE.
PDF lesson
46
Q2-Mapping channels to journey stages using RACE
10 questions
47
P3-Measuring and Improving Service Quality Across the Customer Journey
Video lesson
48
P3-PPT-Identifying gaps, recommending changes, and monitoring impact Defining and Measuring Service Quality.
PDF lesson
49
Q3-Identifying gaps, recommending changes, and monitoring impact Defining and Measuring Service Quality
10 questions
50
PPT-L3-Measuring and Improving Service Quality Across the Customer Journey.
PDF lesson
L3-Measuring and Improving Service Quality Across the Customer Journey 17/3/2026
51
P1-Defining and measuring service quality (SERVQUAL/RATER)
Video lesson
52
P1-PPT-Defining and measuring service quality (SERVQUAL/RATE.R)
PDF lesson
53
Q1-Defining and measuring service quality (SERVQUAL/RATER)
5 questions
54
P2-Mapping channels to journey stages using RACE
Video lesson
55
P2-PPT- Mapping channels to journey stages using RACE.
PDF lesson
56
Q2-Mapping channels to journey stages using RACE
10 questions
57
P3-Measuring and Improving Service Quality Across the Customer Journey
Video lesson
58
P3-PPT-Identifying gaps, recommending changes, and monitoring impact Defining and Measuring Service Quality.
PDF lesson
59
Q3-Identifying gaps, recommending changes, and monitoring impact Defining and Measuring Service Quality
10 questions
60
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
61
P1-PPT-Selecting the right (sources,touchpoints,governance,measurement design).
PDF lesson
62
Q1-Selecting the right (sources,touchpoints,governance,measurement design)
15 questions
63
P2-PPT-Technology+analysis methods(GA4,tagging,CDPs,attribution,MMM,quant/qual methods).
PDF lesson
64
Q2-Technology+analysis methods(GA4,tagging,CDPs,attribution,MMM,quant/qual methods)
10 questions
65
P3-PPT-Validation,interpretation and application (cleaning,QA,triangulation,decision-making).
1h
66
Q3-Validation,interpretation and application (cleaning,QA,triangulation,decision-making)
10 questions
67
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 24/3/26
68
P1-Selecting the right (sources,touchpoints,governance,measurement design)
Video lesson
69
P1-PPT-Selecting the right (sources,touchpoints,governance,measurement design).
PDF lesson
70
Q1-Selecting the right (sources,touchpoints,governance,measurement design)
15 questions
71
P2-Technology+analysis methods(GA4,tagging,CDPs,attribution,MMM,quant/qual methods)
Video lesson
72
P2-PPT-Technology+analysis methods(GA4,tagging,CDPs,attribution,MMM,quant/qual methods).
PDF lesson
73
Q2-Technology+analysis methods(GA4,tagging,CDPs,attribution,MMM,quant/qual methods)
10 questions
74
P3-Validation,interpretation and application (cleaning,QA,triangulation,decision-making)
Video lesson
75
P3-PPT-Validation,interpretation and application (cleaning,QA,triangulation,decision-making).
1h
76
Q3-Validation,interpretation and application (cleaning,QA,triangulation,decision-making)
10 questions
77
PPT-L4-From Data To Decision: Selecting,Analysing And Applying Robust Marketing Insights
PDF lesson
L5- Data to Decisions for Journey Optimisation
78
P1-PPT-Build the Data Foundation
30 Minutes
79
Q1-Build the Data Foundation
15 questions
80
P2-PPT-Turn Data into Insight
30 Minutes
81
Q2-Turn Data into Insight
15 questions
82
P3-PPT- Implement Responsibly (Measure + GDPR + Ethics)
PDF lesson
83
Q3- Implement Responsibly (Measure + GDPR + Ethics)
15 questions
84
PPT-L5- Data to Decisions for Journey Optimisation
PDF lesson
L5- Data to Decisions for Journey Optimisation 7/4/2026
85
VID 1-Build the Data Foundation .
Video lesson
86
P1 - PPT-Build the Data Foundation .
PDF lesson
87
Q1-Build the Data Foundation
15 questions
88
VID 2-Turn Data into Insight .
Video lesson
89
P2-PPT-Turn Data into Insight .
PDF lesson
90
Q2-Turn Data into Insight
15 questions
91
P3-PPT- Implement Responsibly (Measure + GDPR + Ethics)
PDF lesson
92
VID 3- Implement Responsibly (Measure + GDPR + Ethics)
Video lesson
93
Q3- Implement Responsibly (Measure + GDPR + Ethics)
15 questions
94
PPT-L5- Data to Decisions for Journey Optimisation
PDF lesson
L6-Diagnosing Customer Journey Pain Points
95
P1-PPT-Conducting Customer Journey Audit.
PDF lesson
96
Q1-Conducting Customer Journey Audit
15 questions
97
P2-PPT-Using Personas and Insight Gap Analysis to Identify Pain Points.
PDF lesson
98
Q2-Using Personas and Insight Gap Analysis to Identify Pain Points
15 questions
99
P3-PPT-Root Cause Analysis and the 5 Whys in Journey Optimisation.
PDF lesson
100
Q3-Root Cause Analysis and the 5 Whys in Journey Optimisation
15 questions
101
PPT-L6-Diagnosing Customer Journey Pain Points.
PDF lesson
L6-Diagnosing Customer Journey Pain Points 14/4/26
102
VID 1-Conducting Customer Journey Audit
Video lesson
103
P1-PPT-Conducting Customer Journey Audit.
PDF lesson
104
Q1-Conducting Customer Journey Audit
15 questions
105
VID 2-Using Personas and Insight Gap Analysis to Identify Pain Points
Video lesson
106
P2-PPT-Using Personas and Insight Gap Analysis to Identify Pain Points.
PDF lesson
107
Q2-Using Personas and Insight Gap Analysis to Identify Pain Points
15 questions
108
VID 3-Root Cause Analysis and the 5 Whys in Journey Optimisation
Video lesson
109
P3-PPT-Root Cause Analysis and the 5 Whys in Journey Optimisation.
PDF lesson
110
Q3-Root Cause Analysis and the 5 Whys in Journey Optimisation
15 questions
111
PPT-L6-Diagnosing Customer Journey Pain Points.
PDF lesson
L7 -Customer Journey Optimisation Using SERVQUAL, Gap Analysis and Omnichannel Seam Design 21\4\26
112
VID 1 -Diagnosing Journey Quality and Service Gaps
Video lesson
113
P1 -PPT-Diagnosing Journey Quality and Service Gaps
PDF lesson
114
Q 1 -Diagnosing Journey Quality and Service Gaps.
20 questions
115
VID 2-Pain Points and Closing Journey Gaps (Digital Focus)
Video lesson
116
P2-PPT-Pain Points and Closing Journey Gaps (Digital Focus).
PDF lesson
117
Q2-Pain Points and Closing Journey Gaps (Digital Focus)
20 questions
118
VID 3-Creating a Seamless Online and Offline Experience
Video lesson
119
P3-PPT-Creating a Seamless Online and Offline Experience.
PDF lesson
120
Q3-Creating a Seamless Online and Offline Experience
20 questions
121
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 28/4/26
122
VID 1-Turning data into journey understanding
Video lesson
123
P1-PPT-Turning data into journey understanding.
PDF lesson
124
Q1-Turning data into journey understanding
15 questions
125
VID 2-Using patterns and trends to answer the four journey questions
Video lesson
126
P2-PPT-Using patterns and trends to answer the four journey questions.
PDF lesson
127
Q2-Using patterns and trends to answer the four journey questions
15 questions
128
VID 3-Explaining why, validating impact, valuing touchpoints
Video lesson
129
P3-PPT-Explaining why, validating impact, valuing touchpoints.
PDF lesson
130
Q3-Explaining why, validating impact, valuing touchpoints
15 questions
131
VID 4-Case studies, tools/metrics, trends, assignment
Video lesson
132
P4-PPT-Case studies, tools/metrics, trends, assignment
PDF lesson
133
PPT-L8 - Spot the Signal: Patterns & Trends for Customer Journey Optimisation.
PDF lesson
L9- Turning Customer Data into Growth 5/5/26
134
VID1-Customer journeys as a data-and-decision system .
Video lesson
135
P1-PPT-Customer journeys as a data-and-decision system..
PDF lesson
136
Q1-Customer journeys as a data-and-decision system.
20 questions
137
VID2-Leveraging data for customer engagement .
Video lesson
138
P2-PPT-Leveraging data for customer engagement .
PDF lesson
139
Q2-Leveraging data for customer engagement
20 questions
140
PPT-L9- Turning Customer Data into Growth..
PDF lesson
L10 - Customer Journey Optimisation: Orchestrating the Consumer Decision Journey 12/5/26
141
VID 1- CDJ as an operating model
Video lesson
142
P1-PPT- CDJ as an operating model
PDF lesson
143
Q1-CDJ as an operating model
15 questions
144
VID2-Tailoring offers, promotions, and experiences
Video lesson
145
P2-PPT-Tailoring offers, promotions, and experiences
PDF lesson
146
Q2-Tailoring offers, promotions, and experiences
15 questions
147
VID 3-Monitoring, governance, experimentation quality, scaling
Video lesson
148
P3-PPT-Monitoring, governance, experimentation quality, scaling
PDF lesson
149
Q3-Monitoring, governance, experimentation quality, scaling
15 questions
150
PPT-L10 - Customer Journey Optimisation: Orchestrating the Consumer Decision Journey.
PDF lesson
L11 - Key Metrics for Customer Journey Optimisation 19/5/26
151
VID 1 –Acquisition Economics for Journey Optimisation
Video lesson
152
P1-PPT-Acquisition Economics for Journey Optimisation
PDF lesson
153
Q1 – Acquisition Economics for Journey Optimisation
16 questions
154
VID2 –Value, loyalty and relationship health.
Video lesson
155
P2-PPT-Experience and Loyalty Metrics
PDF lesson
156
Q2 –Experience and Loyalty Metrics
15 questions
157
VID3 –ROMI and Decision-Grade Measurement
Video lesson
158
P3-PPT-ROMI and Decision-Grade Measurement
PDF lesson
159
Q3 – ROMI and Decision-Grade Measurement
15 questions
L12 - Key metrics for customer journey optimisation, part 2 26/5/26
160
VID 1 - Acquisition And Conversion Diagnostics
Video lesson
161
P1 -PPT- Acquisition And Conversion Diagnostics
PDF lesson
162
Q1 -Acquisition And Conversion Diagnostics
15 questions
163
VID 2-Value, loyalty and relationship health
Video lesson
164
P2-PPT-Value, loyalty and relationship health
PDF lesson
165
Q2-Value, loyalty and relationship health
15 questions
166
VID 3 - Channel performance, ROMI and board-level reporting
Video lesson
167
P3 -PPT- Channel performance, ROMI and board-level reporting
PDF lesson
168
Q3 -Channel performance, ROMI and board-level reporting
15 questions
169
PPT-Key metrics for customer journey optimisation, part 2
PDF lesson
L13 -Customer-Centric Strategy, Journey Optimisation Planning and Continuous Improvement9/6/26
170
VID 1 - Set Customer-Centric Direction and Build the Evidence Base
Video lesson
171
P1 - PPT- Set Customer-Centric Direction and Build the Evidence Base.
PDF lesson
172
P1 Q1: Develop customer-centric strategies.
20 questions
173
VID 2 -Convert Insight into a Cross-Functional Optimisation Plan
Video lesson
174
P2 -PPT -Convert Insight into a Cross-Functional Optimisation Plan.
PDF lesson
175
P2 Q2: Cross-functional collaboration to improve customer experience .
20 questions
176
VID 3 - Prioritise Resources, Govern Delivery and Improve Continuously
Video lesson
177
P3 -PPT - Prioritise Resources, Govern Delivery and Improve Continuously.
PDF lesson
178
P3 Q3 :Optimise resources and work towards continuous improvement.
20 questions
179
PPT - L13 :Customer-Centric Strategy, Journey Optimisation Planning and Continuous Improvement
PDF lesson
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