Customer Journey (CJ)


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Who should attend

Managers and employees from companies and agencies Specialists and executives from the areas of marketing and IT


No special knowledge is required. Technical requirements, stable Internet reception, headset if necessary.

Course Content

Target Group Personas:
  • Differentiation between target groups and buyer personas
  • Professional handling of time
  • Discover your own time management behavior
  • Buyer Persona Templates
  • Create personas
Building a Customer Journey:
  • Customer Journey und Customer Experience
  • Phasen der Customer Decision Journey
  • Selection and arrangement of touchpoints
Moments and Triggers:
  • Definition der Moments of Truth
  • Pain Points
  • Meaning of Micro Moments
Viewing Dimensions and Cognitive Walkthroughs:
  • Needs and requirements
  • Emotionen
  • Expectations
  • Interactions
  • Experience
  • Activities
CJ und Touchpoint-Tracking:
  • Paid, Owned, Earned
  • Back-ends, data pools and tools
  • Integration of offline touchpoints
Key figures / KPIs:
  • First-Party, Second-Party, Third-Party Daten
  • Web-Analytics
  • Social Media Analytics
  • Data Management Platform (DMP) vs. Customer Data Platform (CDP)
  • Predictive Analytics
Introduction of Customer Experience in the company:
  • Silo dissolution
  • Who should be involved?
  • Goal setting and strategies
  • Agile, Scrum, Kanban

Prices & Delivery methods

Online Training

1 day

  • 900.— €
Classroom Training

1 day

  • Germany: 900.— €
  • Switzerland: 900.— €

Currently there are no training dates scheduled for this course.