Check out Idoia Teran's Customer journey management advanced credential issued by SERVICE DESIGN COLLEGE

Issued by

SERVICE DESIGN COLLEGE

An international design academy based on the principles of peer-to-peer learning

Description

Earners of this badge successfully completed the course ‘Customer journey management advanced' with a series of 12 building blocks, enhancing their knowledge and understanding of customer journey management (CJM). The course provided them with a clear understanding of the strategic principles, advanced methods, and tools needed to lead CX (customer experience) and CJM within their organisation by growing the practices and applying structured thinking to improve service delivery and coordination across journeys, channels and touchpoints.

The time commitment for this course is 120 hours in total.

Earners of this badge successfully completed the course ‘Customer journey management advanced' with a series of 12 building blocks, enhancing their knowledge and understanding of customer journey management (CJM). The course provided them with a clear understanding of the strategic principles, advanced methods, and tools needed to lead CX (customer experience) and CJM within their organisation by growing the practices and applying structured thinking to improve service delivery and coordination across journeys, channels and touchpoints. The time commitment for this course is 120 hours in total.

Skills

Developing and standardising customer journey frameworks

Practising governance and co-ownership models for customer journeys

Instiling cross-departmental collaboration through CX and CJM

Implementing journey management technologies and data integrations

Leveraging CJM for managing service disruptions and crises

Establishing a continuous improvement process and introducing innovation through CX and CJM