Contents
Introduction customer journey
- Customer journey as a marketing.
- Phases, communication channels and touchpoints of the customer journey.
- Customer journey vs. sales funnel.
Understanding customer journeys
- Touchpoint analysis, pain points and moments of truth.
- Target group segmentation and persona method.
- Customer journey mapping.
Designing customer journeys
- Customer experience strategy.
- CJ Management Framework.
Touchpoint management along the customer journey
- Optimal use of content and channels.
- Optimization of the analogue channels.
- Digital CJ: Touchpoint tracking and data protection aspects.
- Automation and personalization in all digital channels.
- Holistic system: omnichannel management.
Impulse: The path to customer journey management in the company
Learning environment
In your online learning environment, you will find useful information, downloads and extra services for this training course once you have registered.
Your benefit
- You have a better understanding of your customers' customer journey and know which methods you can use to make it more transparent.
- You can optimize the customer experience at the individual touchpoints (customer experience management) and better influence purchasing decision processes.
- You will learn methods for customer journey tracking in your digital channels.
- You understand how to develop customer journey-driven campaigns for your marketing channels.
- You will gain a holistic view of multichannel/omnichannel campaigns.
- You will be able to design, initiate and manage your own customer journey projects.
Methods
Input with many examples, practical exercises based on case examples from the group of participants, exchange of experiences, work aids and checklists.
Input with many examples, practical exercises based on case examples from the group of participants, exchange of experiences, work aids and checklists.
Recommended for
Specialists and managers from marketing, Online-Marketing, communication, advertising, sales, CRM/customer service and other customer-related areas in companies who want to familiarize themselves with the topic of customer journey management or develop the topic further in their company.
3508
Start dates and details

Tuesday, 14.10.2025
09:00 am - 5:00 pm
Wednesday, 15.10.2025
09:00 am - 5:00 pm
Wednesday, 03.12.2025
09:00 am - 5:00 pm
Thursday, 04.12.2025
09:00 am - 5:00 pm
- one joint lunch per full seminar day,
- Catering during breaks and
- extensive working documents.

Monday, 23.02.2026
09:00 am - 5:00 pm
Tuesday, 24.02.2026
09:00 am - 5:00 pm
Wednesday, 15.04.2026
09:00 am - 5:00 pm
Thursday, 16.04.2026
09:00 am - 5:00 pm
- one joint lunch per full seminar day,
- Catering during breaks and
- extensive working documents.

Tuesday, 16.06.2026
09:00 am - 5:00 pm
Wednesday, 17.06.2026
09:00 am - 5:00 pm
Thursday, 17.09.2026
09:00 am - 5:00 pm
Friday, 18.09.2026
09:00 am - 5:00 pm
- one joint lunch per full seminar day,
- Catering during breaks and
- extensive working documents.
- one joint lunch per full seminar day,
- Catering during breaks and
- extensive working documents.