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Become great at optimizing Customer Journey

  • Understand the phases in a Customer Journey Flow and the opportunities of engagement available to expose and enhance.
  • Develop the ability to build a customer journey flow map for any point in focus.
  • Develop the ideal customer persona using data analytics to identify your end user.
  • Understand the architecture and framework to build a CX-driven organization.
  • Learn the four basic principles to translate a customer experience into products and services.

Course length: 40min

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Naheed Adil

VP Customer Journey & Digital Experience @ Boxed

Some of the companies that train their teams at CXL:

Introduction video

This course is essential for you if…

  • You work in a D2C retailer operating on an eCommerce Platform or Brick and Mortar Model. This course will benefit any engagement or interactions at the Consumer user level.
  • You are an executive-level leader with an ambition to move higher up the ladder at your organization. Building a consumer-first mindset at your company will allow you to broaden your skillset and prove your ability to drive digital transformation.
  • If you are in any of the following functional areas or desire to be; Marketing, Customer Journey, Customer Operations, and Data Science.

After taking this course you will…

  • Understand the phases that exist in a customer journey flow and the opportunities of engagement available to expose and enhance.
  • Develop the ability to build a customer journey flow map for any point in focus. This will help with the creation of new features, products, and services.
  • Develop the ideal customer persona using data analytics to identify your end user. This will enable you to create the most relevant experiences and optimize investment.
  • Understand the architecture and framework to build a CX driven organization. After taking this course, you will be able to identify resources, skills, scope of efforts needed to begin digital transformation
  • Customer Journey is not just about mapping but also, activation. Learn the four basic principles to translate a customer experience into products and services.

Chris Out

For the hard skills, we use CXL to enable all our growth hackers and CRO people, who have different clients with different needs. Everybody can follow a tailored course for the stuff that they need to learn. The next thing we do, we create a learning plan per person, and we check in with people to see how fast are they learning. That learning plan is created based on their ambitions, what their clients need, and how they want to evolve.

Josh R.

CXL has lead to more professional growth than any other year of my life. The best educational investment I have ever made.

Victor A.

CXL gave me a big lift in my career.

Few months after my Growth Marketing Minidegree, I got a job.

Ever since then, the story has been different.

Tomek D.

Our Growth Marketing agency has completed 1298 lessons and 138 courses at the Institute so far. CXL helps us in a number of ways:
1. Provides an incredible source of content to train our staff.
2. Is a good tool in keeping our staff (they’re growing and we aid in that).
3. Is an awesome source of new opinions/methods to try out on our clients. 

Radvilas Š.

Anyone interested in genuinely understanding the math behind CRO and A/B testing absolutely has to use CXL.

My whole team has a great time discussing the material and aligning our views on processes we use, and to come up with ideas to implement in the future.

Ruben D.

The wide variety of courses taught by many different experts makes CXL highly recommended for every team who takes growth seriously.

New courses are regularly available, making it better and better. CXL is a great platform for learning and growing businesses.

Yasmine de Aranada, Growth Strategist @ Market 8

This course is packed with gold! Momoko is an awesome teacher – I took the course late so only got access to recordings, and even with that, I am able to use every bit of it in my deliverable.

Crystal Ignatowski, Marketing Content Developer @ Surety Solutions

I’ll be honest, I didn’t entirely understand what the CXL was at first. Then, I realized it was a gold mine. The Institute is jam-packed with courses, certificate programs, and recordings of past events/courses. The CXL was my guide book for many many months and because of that, I am leaps and bounds above the rest. Everything the Institute publishes is part of the top 5%. There is no fluff in the Institute; only real, actionable, and result-driven content. If you think you know stuff, give the CXL a try. You’ll be shocked at how much you have to gain.

Your course curriculum

Customer journey

1 Why beginning with Customer experience is important and the stages of an eCommerce Customer Journey


This course is a must if your looking to launch a customer journey team to any organization.


Understanding the customer’s journey fully gives online retailers the opportunity to adapt to customer trends and develop a service that is completely tailored. We will learn the six stages of an eCommerce Customer Journey.



2 Create a customer journey map


This course is a must if your looking to launch a customer journey team to any organization.


The flow will demonstrate how the retailer captures and identifies potential interactions, thinking, feelings, emotions, and observations of the user to drive enhanced touch points, clarity in messaging, and ultimately increased LTV.



3 Create personas to aid user flow, build loyalty and reduce churn


This course is a must if your looking to launch a customer journey team to any organization.


This is crucial to avoid pitfalls in designing experiences that are not relatable or displaying messages and content not consumable by the actual target customer. The goal should always be 'growth' and ' profitability' which can only be achieved with a clear customer demographic in mind.



4 Build a CX-driven organization in a retail-driven environment.


This course is a must if your looking to launch a customer journey team to any organization.


Learn how important cross-functional management, collaboration, and technology roadmaps are to delivering the optimal customer journey. Shifting to an integrated customer journey map will help you deliver faster results. This lesson demonstrates the key functional areas and stakeholders needed to refine the operating model to drive CX metrics.



5 It’s not just about Journey Mapping; its about Activation


This course is a must if your looking to launch a customer journey team to any organization.


Customer journey mapping surfaces the core areas to change in order to execute the defined framework in the mapping exercises.



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