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Customer Journey Management

via Nielsen Norman Group

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Overview

Google, IBM & Meta Certificates – 40% Off
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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

Discover how to build stakeholder buy-in

  • Communicate success metrics with a journey insights program
  • Quantify and convey the impact of pain points
  • Make a business case and forecast business impact with behavioral metrics
  • Emphasize efficiency with defined operations and a repeatable process

Taught by

Kim Flaherty, Alita Kendrick, Garrett Goldfield, Katie Sherwin

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