About the Course
Customer Journey & Omnichannel Strategy is an advanced programme designed to strengthen organisational capability in designing coherent, end-to-end customer experiences across multiple channels.
In fragmented markets, customer loyalty depends on seamless interaction across digital, physical, and hybrid touchpoints. This course equips participants with structured approaches to mapping customer journeys, aligning channel strategies, and optimising engagement across the lifecycle.
The programme integrates journey design, channel coordination, and performance measurement to support consistent and measurable customer value.
Course Benefits
- - Strengthen end-to-end customer journey design capability
- Improve alignment across digital and physical channels
- Enhance customer engagement and retention
- Reduce friction across touchpoints
- Increase confidence in omnichannel strategy development
Course Duration
5 Days (6 hours per day)
Who Is This Course For?
- - Marketing and customer experience leaders
- Digital and channel managers
- Product and growth teams
- Strategy and transformation professionals
- Executives responsible for customer engagement performance
Course Delivery
- - Journey mapping workshops
- Omnichannel strategy simulations
- Case-based customer experience analysis
- Channel alignment exercises
- Applied frameworks to participants’ organisational contexts
Course Content
Day 1: Foundations of Customer Journey Strategy
- - Understanding the customer journey as a strategic growth driver.
- Mapping end-to-end touchpoints across channels.
- Identifying friction points and engagement gaps.
- Aligning journey design with business objectives.
Day 2: Omnichannel Strategy Design
- - Integrating digital, physical, and hybrid channels.
- Aligning messaging and brand consistency across platforms.
- Designing seamless transitions between touchpoints.
- Managing channel-specific performance trade-offs.
Day 3: Personalisation & Customer Insight
- - Leveraging data to personalise customer experiences.
- Segmenting customers based on behaviour and value.
- Aligning journey design with customer lifecycle stages.
- Balancing automation with human interaction.
Day 4: Performance Measurement & Optimisation
- - Defining KPIs for customer engagement and retention.
- Monitoring conversion and drop-off metrics.
- Testing and refining journey improvements.
- Aligning analytics with strategic priorities.
Day 5: Sustaining Omnichannel Excellence
- - Embedding journey governance across teams.
- Aligning marketing, sales, and service functions.
- Communicating customer strategy across leadership.
- Building sustainable omnichannel capability.
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