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customer digital touchpoints

From click to commitment—managing touchpoints across the entire buying cycle.

Today’s customers don’t follow a straight line from awareness to purchase. They navigate a complex, non-linear path filled with touchpoints, choices, and expectations. Master the art and science of customer journey management to build genuine connections with your customers, deliver consistent value throughout the entire buying cycle, and drive sustainable growth.
 
Topics

  • How to analyze and visualize the end-to-end customer journey
  • Ways to surface actionable insights using human-centred frameworks
  • Techniques to craft segment-specific messaging that resonates and converts
  • How to differentiate signal from noise in customer data and use it to improve results
  • Strategies to design peak moments and re-engagement tactics that boost retention and loyalty

 

Online Session Sample - COMING SOONEquivalency

View additional details including learning outcomes, goals and evaluation breakdown.

 

Come prepared to share your experiences, opinions and perspectives with the class.

All that is required is a strong desire to succeed and a willingness to learn and apply yourself.

Applies Towards the Following Certificates

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Register - Select a section to enroll in
Type
Online
Dates
Apr 20, 2026 to May 29, 2026
Schedule
View Details
Total Hours
18.0
Format
Online: with real-time learning  
Fee
Course Fee $525.00
Western Employee $525.00 Click here to get more information
Potential Discount

What to Expect

This is an interactive course; you will engage online with your class and instructor through our online learning management system. Plan to log into your course regularly throughout the week.

You can expect to spend approximately eight hours of work per week on course requirements.

Real-time Learning

There are six live Zoom sessions scheduled for this course.

April 21 - 6:00pm - 7:30pm ET
April 28 - 6:00pm - 7:30pm ET
May 5 - 6:00pm - 7:30pm ET
May 12 - 6:00pm - 7:30pm ET
May 19 - 6:00pm - 7:30pm ET
May 26 - 6:00pm - 7:30pm ET

Completion Requirements

This is a graded course. Evaluation will be based on any combination of participation, exams/quizzes and assignments. You must attend all scheduled live Zoom sessions.

Textbook

TBA

Required