Home
Safeguarding Handbook
User Account
{{ search }}
login/sign up
Get course
£500
Certificate included
Add to wishlist
Share
Share "G1- Nathan - Customer Journey Optimisation"
Facebook
Twitter
Linkedin
Telegram
WhatsApp
Copy link
Description
Curriculum
Reviews
Grade
New Level 6 Marketing Manager Oct.25
G1- Nathan - Customer Journey Optimisation
Instructor
kentbusinesscollege.org
23
Students
enrolled
0
0 reviews
Course details
Lectures
:
90
Quizzes
:
38
Level
:
Intermediate
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
L2-Creating an Integrated Customer Journey Map for E-commerce Retailer 10/3/2026
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 17/3/2026
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-Measuring and Improving Service Quality Across the Customer Journey
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 24/3/26
31
P1-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
P2-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
P3-Validation,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 7/4/2026
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
P3-PPT- Implement Responsibly (Measure + GDPR + Ethics)
PDF lesson
48
VID 3- Implement Responsibly (Measure + GDPR + Ethics)
Video 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 14/4/26
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 21\4\26
61
VID 1 -Diagnosing Journey Quality and Service Gaps
Video lesson
62
P1 -PPT-Diagnosing Journey Quality and Service Gaps
PDF lesson
63
Q 1 -Diagnosing Journey Quality and Service Gaps.
20 questions
64
VID 2-Pain Points and Closing Journey Gaps (Digital Focus)
Video lesson
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
VID 3-Creating a Seamless Online and Offline Experience
Video lesson
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 28/4/26
71
VID 1-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
VID 2-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
VID 3-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
VID 4-Case studies, tools/metrics, trends, assignment
Video lesson
81
P4-PPT-Case studies, tools/metrics, trends, assignment
PDF lesson
82
PPT-L8 - Spot the Signal: Patterns & Trends for Customer Journey Optimisation.
PDF lesson
L9- Turning Customer Data into Growth 5/5/26
83
VID1-Customer journeys as a data-and-decision system .
Video lesson
84
P1-PPT-Customer journeys as a data-and-decision system..
PDF lesson
85
Q1-Customer journeys as a data-and-decision system.
20 questions
86
VID2-Leveraging data for customer engagement .
Video lesson
87
P2-PPT-Leveraging data for customer engagement .
PDF lesson
88
Q2-Leveraging data for customer engagement
20 questions
89
PPT-L9- Turning Customer Data into Growth..
PDF lesson
L10 - Customer Journey Optimisation: Orchestrating the Consumer Decision Journey 12/5/26
90
VID 1- CDJ as an operating model
Video lesson
91
P1-PPT- CDJ as an operating model
PDF lesson
92
Q1-CDJ as an operating model
15 questions
93
VID2-Tailoring offers, promotions, and experiences
Video lesson
94
P2-PPT-Tailoring offers, promotions, and experiences
PDF lesson
95
Q2-Tailoring offers, promotions, and experiences
15 questions
96
VID 3-Monitoring, governance, experimentation quality, scaling
Video lesson
97
P3-PPT-Monitoring, governance, experimentation quality, scaling
PDF lesson
98
Q3-Monitoring, governance, experimentation quality, scaling
15 questions
99
PPT-L10 - Customer Journey Optimisation: Orchestrating the Consumer Decision Journey.
PDF lesson
L11 - Key Metrics for Customer Journey Optimisation 19/5/26
100
VID 1 –Acquisition Economics for Journey Optimisation
Video lesson
101
P1-PPT-Acquisition Economics for Journey Optimisation
PDF lesson
102
Q1 – Acquisition Economics for Journey Optimisation
16 questions
103
VID2 –Value, loyalty and relationship health.
Video lesson
104
P2-PPT-Experience and Loyalty Metrics
PDF lesson
105
Q2 –Experience and Loyalty Metrics
15 questions
106
VID3 –ROMI and Decision-Grade Measurement
Video lesson
107
P3-PPT-ROMI and Decision-Grade Measurement
PDF lesson
108
Q3 – ROMI and Decision-Grade Measurement
15 questions
L12 - Key metrics for customer journey optimisation, part 2 26/5/26
109
VID 1 - Acquisition And Conversion Diagnostics
Video lesson
110
P1 -PPT- Acquisition And Conversion Diagnostics
PDF lesson
111
Q1 -Acquisition And Conversion Diagnostics
15 questions
112
VID 2-Value, loyalty and relationship health
Video lesson
113
P2-PPT-Value, loyalty and relationship health
PDF lesson
114
Q2-Value, loyalty and relationship health
15 questions
115
VID 3 - Channel performance, ROMI and board-level reporting
Video lesson
116
P3 -PPT- Channel performance, ROMI and board-level reporting
PDF lesson
117
Q3 -Channel performance, ROMI and board-level reporting
15 questions
118
PPT-Key metrics for customer journey optimisation, part 2
PDF lesson
L13 -Customer-Centric Strategy, Journey Optimisation Planning and Continuous Improvement9/6/26
119
VID 1 - Set Customer-Centric Direction and Build the Evidence Base
Video lesson
120
P1 - PPT- Set Customer-Centric Direction and Build the Evidence Base.
PDF lesson
121
P1 Q1: Develop customer-centric strategies.
20 questions
122
VID 2 -Convert Insight into a Cross-Functional Optimisation Plan
Video lesson
123
P2 -PPT -Convert Insight into a Cross-Functional Optimisation Plan.
PDF lesson
124
P2 Q2: Cross-functional collaboration to improve customer experience .
20 questions
125
VID 3 - Prioritise Resources, Govern Delivery and Improve Continuously
Video lesson
126
P3 -PPT - Prioritise Resources, Govern Delivery and Improve Continuously.
PDF lesson
127
P3 Q3 :Optimise resources and work towards continuous improvement.
20 questions
128
PPT - L13 :Customer-Centric Strategy, Journey Optimisation Planning and Continuous Improvement
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
Sufian-Strategic Leadership
Members only
By Sufian Fannoun
Safeguarding for Admins
Free
By kentbusinesscollege.org
Social Media CIM Questions Test" -Not...
Members only
By Mwada Fahmy
Popular Courses
Social Media Marketing
Members only
By Dr.Rebekah
Sufian-Strategic Leadership
Members only
By Sufian Fannoun
Safeguarding for Admins
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?
