Customer Journey Management

Customers expect highly orchestrated, seamless omnichannel customer experiences. In this course, you will learn how to overcome organizational barriers to adopt a journey-driven approach to experience design. Leave with ideas to deliver high-quality customer experiences at scale.

Syllabus

What you will learn

Establish your crossfunctional journey-management plan

Essentials to journey design
Learn what data and insights to collect for identifying and prioritizing opportunities for improvement
Define team structures, team roles, where they report, and how to work across silos to establish healthy crossfunctional networks
Establish your team’s journey design operations and processes
Tools and technology to support your plan, like customer data structures, journey analytics, and customer data management tools
Choose strategic signals to create a customer journey health score
Identify ways to personalize the journey experience