Microsoft Customer Journey Mapping 

About this course

Customer Journey Mapping teaches learners to design, automate, optimize, and analyze AI-powered customer journeys using Microsoft’s marketing technology stack. Designed for marketing managers, campaign specialists, and marketing operations professionals, the program develops practical skills in customer data management, journey orchestration, personalization, marketing automation, and campaign analytics using Microsoft Dynamics 365 Customer Insights, Customer Insights - Journeys, Power BI, and Copilot. Learners begin by building unified customer profiles, configuring identity resolution, and creating audience segments in Customer Insights - Data. They then design multi-channel customer journeys with email and event triggers, apply Copilot-powered personalization and next-best-action recommendations, and automate lead nurturing workflows. The program concludes with campaign performance analysis, attribution reporting, anomaly detection, and executive storytelling using Power BI dashboards. Throughout the specialization, learners complete portfolio-ready projects including customer segmentation analysis, multi-channel campaign launches, journey optimization reports, and executive campaign dashboards. This specialization prepares learners for roles such as Marketing Operations Specialist, Campaign Manager, CRM Marketing Specialist, and Marketing Analyst. Foundational marketing knowledge and familiarity with CRM concepts are recommended.

Course objectives

• develop practical skills in customer journey mapping
• automate lead nurturing workflows
• perform attribution reporting and anomaly detection
• tell impactful stories through data dashboards