Lessons
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Customer Journeys
81 min
Course Overview
Introduction
Welcome to the course. Let’s get started!
3 min
LESSON 1
Introduction to customer journey mapping + management
1 min
Customer journey mapping
Why understanding the customer journey is important
7 min
What is a customer journey map?
5 min
How to create a customer journey map
13 min
Customer journey management
What is customer journey management?
3 min
The benefits of customer journey management
3 min
Putting journey management into practice
5 min
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LESSON 2
Introduction to personalizing and continually improving the customer journey
1 min
Journey optimization and orchestration
Why personalizing and continually improving the customer journey is important
6 min
What is journey optimization and orchestration?
2 min
The benefits of journey optimization and orchestration
2 min
Putting it into practice
9 min
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LESSON 3
Introduction to maximizing success with customer experience analytics
1 min
Customer experience analytics
Overview of customer experience analytics
7 min
Why an always-on program is important
2 min
Getting the most out of your customer experience analytics
5 min
Getting stakeholder buy-in
Building a customer-centric culture focused on taking action
2 min
How to achieve buy-in
5 min
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Conclusion
Congratulations! You completed the course
1 min
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