41:I[185,["/_next/static/chunks/08z4tkzvltetr.js","/_next/static/chunks/121~yigv24_j6.js","/_next/static/chunks/0jo3du-icy6v2.js","/_next/static/chunks/15cy49d~_zsjj.js","/_next/static/chunks/0..ktetnpeix7.js","/_next/static/chunks/08cz-ztcfuxe..js","/_next/static/chunks/0i6hzvr84kc1r.js"],"SendEmailButton"] 43:I[63625,["/_next/static/chunks/08z4tkzvltetr.js","/_next/static/chunks/121~yigv24_j6.js","/_next/static/chunks/0jo3du-icy6v2.js","/_next/static/chunks/15cy49d~_zsjj.js","/_next/static/chunks/0..ktetnpeix7.js","/_next/static/chunks/08cz-ztcfuxe..js","/_next/static/chunks/0i6hzvr84kc1r.js"],"AddToLibraryButton"] 44:I[29721,["/_next/static/chunks/08z4tkzvltetr.js","/_next/static/chunks/121~yigv24_j6.js","/_next/static/chunks/0jo3du-icy6v2.js","/_next/static/chunks/15cy49d~_zsjj.js","/_next/static/chunks/0..ktetnpeix7.js","/_next/static/chunks/08cz-ztcfuxe..js","/_next/static/chunks/0i6hzvr84kc1r.js"],"ShareButton"] 45:I[58016,["/_next/static/chunks/08z4tkzvltetr.js","/_next/static/chunks/121~yigv24_j6.js","/_next/static/chunks/0jo3du-icy6v2.js","/_next/static/chunks/15cy49d~_zsjj.js","/_next/static/chunks/0..ktetnpeix7.js","/_next/static/chunks/08cz-ztcfuxe..js","/_next/static/chunks/0i6hzvr84kc1r.js"],"ProcessEpisodeButton"] 46:I[45269,["/_next/static/chunks/08z4tkzvltetr.js","/_next/static/chunks/121~yigv24_j6.js","/_next/static/chunks/0jo3du-icy6v2.js","/_next/static/chunks/15cy49d~_zsjj.js","/_next/static/chunks/0..ktetnpeix7.js","/_next/static/chunks/08cz-ztcfuxe..js","/_next/static/chunks/0i6hzvr84kc1r.js"],"SignupCTA"] 3b:["$","div",null,{"className":"flex flex-wrap items-center gap-x-4 gap-y-1 font-mono text-[12px] uppercase tracking-[0.1em] text-[color:var(--fg-3)]","children":[["$","time",null,{"dateTime":"2026-05-22T08:01:16.000Z","children":"May 22, 2026"}],["$","span",null,{"aria-hidden":true,"children":"·"}],["$","span",null,{"children":"00:34:03"}],false]}] 42:T437,

Understanding the Customer Journey in Real Organisations  - How customer journeys work in practice, and how marketers can connect touch-points, experience and performance 

Why this matters - Customer journeys are rarely tidy in real organisations ; People move across channels, devices, departments and moments of need ; McKinsey notes that customer experience is about everything an organisation does to put customers first, managing journeys and serving needs across interactions; Marketing is not just communication placed along a funnel. It is part of a wider lived experience.

 Session aims

By the end of this session, you should be able to:

Understand what a customer journey is in practice 

Map a simple journey using real touch-points 

Recognise where marketing influences customer experience 

Identify pain points and moments that matter

 Link journey insight to better marketing decisions

More content like this at Cambridge Marketing College http://marketingcollege.com/events