Customer journey in multichannel marketing

Optimal customer experience through touchpoint analysis and marketing automation

Training

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This training is held in German.

Today's customers are well informed, both in B2C and B2B. They use a variety of touchpoints on their customer journey. In this training, you will learn how to set up a customer-centric marketing strategy, orchestrate channels and content and, in some cases, actively manage them in order to perfectly accompany your customers along the customer journey.

Introduction customer journey

Customer journey as a marketing.
Phases, communication channels and touchpoints of the customer journey.
Starting Point: Touchpoint Analysis.

Understanding customer journeys

Target group segmentation and persona method.
Customer journey mapping.
Insights from CJ Mapping: Moments of Truth, Pain Points, Touchpoint Optimization.

Designing customer journeys

Customer experience strategy.
CJ Management Framework.

Touchpoint management along the customer journey

Marketing Communication Along the Customer Journey: Optimal Use of Content and Channels.
High-Performance Websites and Landing Pages: Boosting Conversions Through Usability and On-Site Personalization.
Direct Marketing: Automation and Personalization Throughout the Customer Journey.
Sales Funnel: From the Customer Journey to Lead Management.
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 each touchpoint (Customer Experience Management) and more effectively influence purchasing decisions.
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'll learn where AI can be used effectively.
You will gain a holistic view of multichannel/omnichannel campaigns.
You will be able to design, initiate and manage your own customer journey projects.

trainer

Dr. Sabine Holicki

Methods

Input with many examples, practical exercises based on case examples from the group of participants, exchange of experiences, work aids and checklists.

Tool

The following third-party tool can be used in the event:

Miro

Recommended for

newcomers the topic of the customer journey: Professionals and executives in marketing, Online-Marketing, communications, advertising, sales, CRM/customer service, and other customer-facing areas within companies who are familiarizing themselves with customer journey management or wish to further develop this area within their organization.

Open Badges - Show what you can do digitally too.

Open Badges are recognized, digital certificates of participation. These verifiable credentials are the current standard for integration in career networks such as LinkedIn.

With them, you digitally demonstrate the competences you possess. After successful completion, you will receive an Open Badge from us.

On-site training together

Booking number
3508

€ 1.590,- plus VAT

Details

2 days

in 2 locations

2 Events

German

In-person trainings

Joint online training

Booking number
32860

€ 1.590,- plus VAT

Details

2 days

Online

2 Events

German

Live online events

Train several employees

Price upon request

2 days

In-person or Online

Appointment scheduled on an individual basis

Customized training courses
Direct application in practice
Efficient use of time and resources

100% non-binding inquiry

Feedback within 24 hours

Start request

This training is available as part of course:

Continuing education Certified Digital marketing Manager

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Ratings and feedback from our participants

4.4

342 Ratings

training content:

4.4

Content comprehensibility:

4.6

Practical relevance:

Trainer expertise:

4.6

Participant orientation:

4.3

Method variety:

4.2

Kirsten Erb

Confirmed participation

Süwag Vertrieb AG & Co. KG

It was a successful training that provided a lot of information and supported and advanced my work.

Natascha Baumann

Confirmed participation

freelancermap GmbH

It was a good mix of theory and practice, and I thought the opportunity to take part online was great. Lots of input and good tools to get started straight away - you leave the training event with a good feeling.

Johanna Feuerlein

Confirmed participation

VR-NetWorld

The trainer presented the content in a very structured and entertaining way. I particularly liked the combination of theory and suitable practical tasks.

Stefanie Weichelt

Confirmed participation

DVG

I can recommend the training because of the good lecturers and the excellent learning environment.

Start dates and details

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In-person

Online

Date

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Location

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30.09.2026

Düsseldorf

Details

Booking number: 3508

€ 1.590,- plus VAT.

€ 1,892.10 incl. VAT.

Venue

All hotel information and photos

Arrival via Deutsche Bahn

Travel at reduced rates by booking via the learning environment.

Days & Times

2 days

Limited number of participants

Wednesday, 30.09.2026

09:00 am - 5:00 pm

Thursday, 01.10.2026

09:00 am - 5:00 pm

Fee includes

The participation fee includes

one joint lunch per full seminar day,
Catering during breaks and
extensive working documents.

Participants will be charged directly by the hotel for their hotel accommodation. You will find a reservation form for hotel bookings in your learning environment.

13.10.2026

Live-Online

Details

Booking number: 32860

€ 1.590,- plus VAT.

€ 1,892.10 incl. VAT.

Course

zoom

Technical notes

We use various software to conduct our online events.

To the system check

Days & Times

2 days

Limited number of participants

Tuesday, 13.10.2026

09:00 am - 5:00 pm

Wednesday, 14.10.2026

09:00 am - 5:00 pm

14.12.2026

Munich

Details

Booking number: 3508

€ 1.590,- plus VAT.

€ 1,892.10 incl. VAT.

Venue

All hotel information and photos

Arrival via Deutsche Bahn

Travel at reduced rates by booking via the learning environment.

Days & Times

2 days

Limited number of participants

Monday, 14.12.2026

09:00 am - 5:00 pm

Tuesday, 15.12.2026

09:00 am - 5:00 pm

Fee includes

The participation fee includes

one joint lunch per full seminar day,
Catering during breaks and
extensive working documents.

Participants will be charged directly by the hotel for their hotel accommodation. You will find a reservation form for hotel bookings in your learning environment.

22.02.2027

Live-Online

Details

Booking number: 32860

€ 1.590,- plus VAT.

€ 1,892.10 incl. VAT.

Course

zoom

Technical notes

We use various software to conduct our online events.

To the system check

Days & Times

2 days

Limited number of participants

Monday, 22.02.2027

09:00 am - 5:00 pm

Tuesday, 23.02.2027

09:00 am - 5:00 pm

Sufficient places are still free.

Don't wait too long to book.

Fully booked.

Training is guaranteed to take place

Booking number: 3508

€ 1.590,- plus VAT.

€ 1,892.10 incl. VAT.

Plan course

2 days

Limited number of participants

Fee includes

The participation fee includes

one joint lunch per full seminar day,
Catering during breaks and
extensive working documents.

Participants will be charged directly by the hotel for their hotel accommodation. You will find a reservation form for hotel bookings in your learning environment.

Booking number: 32860

€ 1.590,- plus VAT.

€ 1,892.10 incl. VAT.

Plan course

2 days

Limited number of participants

Book later

You are welcome to make a non-binding advance reservation.

Book in advance

No suitable date?

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