The customer journey is a powerful tool in order to analyzing your organization and aligning your customer experience with your strategy. It maximizes the impact of your efforts.

Optimizing the customer experience

What you'll learn:

Acquired skills:

There are 3 modules in this course

Target group: Product, marketing or sales managers

Prerequisites: None

Duration: 3 days (splitable)

Price: please contact us

Optimizing the physical and digital links in the customer journey: "Phygital" Module 1 - 1 day


  • Understand the fundamentals of the phygital customer journey.
  • Present the technologies used in a phygital customer journey.
  • Collect, analyze and use data to personalize the customer experience.
  • Explore how online and offline channels can be integrated to deliver a seamless customer experience.
  • Understand the key elements for designing successful customer experiences.
  • Guide participants through the implementation of a phygital customer journey.
  • Change management and staff training.
  • Understand the importance of regular evaluation and optimization of the phygital customer journey.


Introduction to the Phygital Customer Journey

  • Defining the phygital customer journey
  • Changing consumer behavior
  • Benefits and challenges for the company

Understanding Phygital Technologies

  • Internet of Things (IoT)
  • Beacon technology
  • Mobile payment systems Data collection and management

In-store data collection & analysis

  • Managing data confidentiality and security

Channel integration

  • Integration of physical and online sales outlets
  • Multi-channel strategies and brand consistency across channels

Creating Unforgettable Customer Experiences

  • Design thinking applied to the customer journey
  • Customer feedback and continuous improvement

Practical implementation

  • Implementation planning
  • Case studies and practical examples

Change Management and Staff Training

  • – Internal communication and managing resistance to change
  • Training staff in new technologies

Continuous Assessment and Optimization

  • Key performance indicators (KPI)
  • Customer feedback and adjustments
  • Evolving technologies and trends

Conclusion and future prospects

  • Training program review
  • Additional resources and networking


  • Understanding the Role of Data in the Sales Process
  • Collect and analyze customer data
  • Customize Sales Strategies Based on Data
  • Integrating Data into Presentation and Negotiation Techniques


Introduction to Data in Sales Techniques

  • The role of data in the sales process.
  • Customer data collection and management.
  • Data analysis to understand purchasing behavior.
  • Personalized sales approaches.

Data Integration in Presentation and Trading Techniques

  • Using data in sales presentations. – Data-driven adaptation of negotiation strategies.
  • Case studies and simulations.
  • Develop a data-driven sales strategy.


  • Understanding the Importance of Performance Indicators,
  • Define relevant indicators for your customer journey
  • Implementing an efficient measurement system
  • Interpreting Results and Making Decisions


Performance Indicator Fundamentals

  • Introduction to performance indicators.
  • Link between performance indicators and customer satisfaction.
  • Selection of relevant indicators.
  • Examples of best practice.

Set-up and Practical Use

  • Implementation of a measurement system.
  • Dashboard design.
  • Analysis of results.
  • Using indicators to optimize the customer journey.
  • Case studies and practical exercises.

Other information

Training methods: Synchronous, face-to-face or distance learning

Teaching method: Theoretical input and practical exercises, discussion and debate, action plan

Evaluation method: pre-training questionnaire, satisfaction questionnaire and end-of-training validation quiz.

Follow-up and support: e-mail assistance and feedback one month later

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