Course Information

Introduction

This five-day course teaches how to design, measure, and improve customer journeys to drive clear business results. You will learn practical methods to map journeys, combine behavioral data with customer feedback, and turn insights into prioritized actions. The course emphasizes cross-functional coordination between marketing, product, and support to reduce friction and increase customer lifetime value.

Objectives

Map end-to-end customer journeys and document key touchpoints, channels, and decision points.
Identify high-impact moments that drive acquisition, activation, retention, and churn using quantitative and qualitative inputs.
Design targeted interventions (campaigns, content, product changes, service flows) for specific journey stages.
Define measurable KPIs, establish attribution rules, and build simple dashboards to track journey performance.
Plan experiments and prioritize optimizations with cost, expected uplift, and implementation steps.

Who Should Attend?

Product managers responsible for onboarding and retention
Digital marketing managers focused on acquisition and channel strategy
CRM / lifecycle managers owning retention and reactivation
Customer experience (CX) or service design leads
Growth analysts and channel leads who run tests and measure campaign impact

Training Method

• Pre-assessment
• Live group instruction
• Use of real-world examples, case studies and exercises
• Interactive participation and discussion
• Power point presentation, LCD and flip chart
• Group activities and tests
• Post-assessment
If Applicable:
• Each participant receives a 7” Tablet containing a copy of the presentation, slides and handouts

Program Support

This program is supported by:
* Interactive discussions
* Role-play
* Case studies and highlight the techniques available to the participants.

Daily Agenda

Daily Schedule (Monday to Friday)
- 09:00 AM – 10:30 AM Technical Session 1
- 10:30 AM – 12:00 PM Technical Session 2
- 12:00 PM – 01:00 PM Technical Session 3
- 01:00 PM – 02:00 PM Lunch Break (If Applicable)
- Participants are expected to engage in guided self-study, reading, or personal reflection on the day’s content. This contributes toward the CPD accreditation and deepens conceptual understanding.
- 02:00 PM – 04:00 PM Self-Study & Reflection

Please Note:
- All training sessions are conducted from Monday to Friday, following the standard working week observed in the United Kingdom and European Union. Saturday and Sunday are official weekends and are not counted as part of the course duration.
- Coffee and refreshments are available on a floating basis throughout the morning. Participants may help themselves at their convenience to ensure an uninterrupted learning experience Provided if applicable and subject to course delivery arrangements.
- Lunch Provided if applicable and subject to course delivery arrangements.