Online Course
Understanding Customer Journey Mapping & Management

This course presents a comprehensive approach to classification of different journeys (user, customer, life journeys) along with a detailed discussion of systemized journey management and measurement in organizations.

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8 сhapters 8 сhapters
Duration: 1h 50m Duration: 1h 50m
Estimated time to complete: 5h Estimated time to complete: 5h
3 month-access to the course 3 month-access to the course
Personalized feedback on exercises and final exam Personalized feedback on exercises and final exam
Direct communication with faculty Direct communication with faculty
A practical exercise and final exam to be graded by the course faculty A practical exercise and final exam to be graded by the course faculty
Course certificate at course completion Course certificate at course completion
Quizzes, exercises, and relevant case studies to ensure your comprehension Quizzes, exercises, and relevant case studies to ensure your comprehension
What Will You Learn?
Senteo

You will acquire a deep understanding of customer journeys and the principles of journey mapping and management.

Senteo

Learn how to apply this knowledge to design practical solutions that meet customer needs and preferences, and develop customer loyalty through positive customer experiences.

Senteo

Understand how to use data, social context, and game theory to engage customers and influence behavior.

Senteo

Learn to measure journey performance and customer success. 

Who’s this Course for?
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All customer experience professionals wishing to increase the value and to develop long-term mutually beneficial relationships with their customers

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Any business that is looking for differentiation from competitors while being able to keep a price premium

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Top and middle management wishing to design, build, measure, and manage experiential and transformational businesses

Understanding Customer Journey Mapping & Management

The content in this course is applicable to any industry: retail and shopping centers, banking, hospitality, pharmaceutical, etc.

Education Journey
Chapter 1

Introduction to Customer Journeys

Chapter 2

Understanding User Experiences (UX) & User Journeys (UJM)

Chapter 3

Mapping a User Journey (Exercise)

Chapter 4

Understanding Customer Experiences (CX), & Customer Journeys (CJM)

Chapter 5

Understanding Life Experiences (LX) & Life Journeys (LJM)

The Senteo Learning Experience

All of our educational programs follow a simple but very effective approach designed together with an organizational psychologist to improve the retention of concepts and stimulate application of the methodology to real world business needs. All programs are structured with the following four components:

The Senteo Learning Experience

Learn — understand the theory and mechanics behind each aspect of the methodology

The Senteo Learning Experience

Do — apply the different aspects of the methodology during exercises and work groups

The Senteo Learning Experience

See — observe real world applications, examples and case studies related to each aspect of the methodology

The Senteo Learning Experience

Extend — identify and support the possibilities for real-world applications of the methodology specific to current business needs and goals

Testimonials
MEET YOUR PROFESSOR
Michael Ruckman, President & CEO of Senteo
Michael Ruckman, President & CEO of Senteo
Michael Ruckman, President & CEO of Senteo

Michael is a regular keynote speaker and guest lecturer at Stockholm School of Economics, Skolkovo School of Management, UNLV, Financial University, BAI, EFMA, Lafferty, ICSC, MECS+R, as well as many other international conferences and corporate events. As well, Michael has authored dozens of educational courses in the areas of strategy, digital and business model transformation, leadership, customer experience, corporate culture development, gamification, customer relationship management (CRM), and others with over 30,000 participants since 2004.

25 years
of experience
30,000+
graduates
300+
projects
30
countries
25 years
of experience
30,000+
graduates
300+
projects
30
countries
Michael Ruckman, President & CEO of Senteo
Understanding Customer Journey Mapping & Management
8 сhapters 8 сhapters
Duration: 1h 50mDuration: 1h 50m
Estimated time to complete: 5h Estimated time to complete: 5h
3 month-access to the course3 month-access to the course
Personalized feedback on exercises and final exam Personalized feedback on exercises and final exam
Direct communication with faculty Direct communication with faculty
A practical exercise and final exam to be graded by the course faculty A practical exercise and final exam to be graded by the course faculty
Course certificate at course completion Course certificate at course completion
Quizzes, exercises, and relevant case studies to ensure your comprehensionQuizzes, exercises, and relevant case studies to ensure your comprehension
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Answering your questions
There are three requirements that need to be met in order to achieve your certificate of achievement:
- Complete all the course videos
- Obtain at least 50% passing rate in all quizzes
- Obtain at least 50% passing rate in the 3 practical exercises and in the final exam
Yes, you can take the quizzes, exercises, and final exam an unlimited number of times to practice and improve your skills.
You have 3 months to access this course. If exceptionally you need more time, you can write your request to education@senteo.net
Your instructor and the course faculty are glad to see your progress and are here to support you in any possible way. Send us an e-mail to education@senteo.net
Still Have Questions?

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