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Mapping the Customer Journey - Innovate or Die!


Mapping the Customer Journey - Innovate or Die!
Mapping the Customer Journey - Innovate or Die!
13 July 2020
Virtual Instructor-Led Training (VILT) -
In House Training , Sales and Marketing , Corporate Training


Virtual Instructor-Led Training - Digital Marketing Series:

Mapping the Customer Journey - Innovate or Die!

With Digital Marketing Guru

Digital Marketing Guru, Matt Bailey

Matt Bailey

Author of 3 Bestselling Marketing Books on Amazon

Client Portfolio Includes GoogleMicrosoftDisney
Training Curriculum Producer on Linkedin Learning

According to a global survey, consumers’ consumption of online activities has significantly increased and it is expected to rise by:

  • 42% -- for streaming services

  • 34% -- for social media usage

  • 31% -- for online shopping

  • 26% -- for work/telecommuting

With over 25 years’ experience in digital marketing, Matt boasts an impressive consulting and training roster: including GoogleMicrosoftDisneyESPN and countless more. He keynotes conferences around the globe, speaking at more than 20 engagements a year, in addition to providing in-house training for companies. On top of that, his training curriculum is used at Rutgers University, Duke University, City of Glasgow College, and many others. He also produces training curriculum at LinkedIn Learning.

Ever since he began his journey as a international trainer, Matt has taught Google employees how to use Google Analyticsdeveloped online marketing workshops for Microsoft & Orange Telecom, as well as presented search marketing training to Procter & Gamble.

Matt has authored three best-selling marketing books that has an average 4.8/5 star rating on Amazon: “Internet Marketing: An Hour a Day”, “Wired to be Wowed”, and “Teach New Dogs Old Tricks”. He also hosts a weekly podcast – Endless Coffee Cup, which is available on iTunes.

By bringing his marketing know-how along with his extensive B2B and B2C Sales experience, Matt has made marketing logical, measurable and “plan-able” for his audience. All his attendees have agreed and praised his ability to dismantle the complexity of digital marketing into practical, understandable concepts.


Internet Marketing An Hour A Day  Wired to be Wowed  Teach New Dogs Old Tricks

A Sneak Peek Into The Event 



“No one should be allowed to have anything to do with your website until they hear Matt. Period. New recruits need to learn this. Old practitioners need to relearn this. I’ve already passed it along as a must-attend to several people within my company.”
Theodore Lavoie – Senior Manager, Customer Analytics, Dow Jones & Company

“Matt Bailey possesses a deep knowledge of web analytics as it pertains to search and, more importantly, how to turn web data into actionable information.”
Allison Fabella – SEO Manager, Atlanta Constitution Journal

“You are an evangelist, a philosopher and a jester. Thank you for presenting this content in a way that made sense. One of the key takeaways is the ability to ask the right questions in an area where I didn’t quite understand the structures.”
Catherine Ort-Mabry – Senior Director, Marketing Communications, American College of Cardiology

“The content was extremely relevant, and you were very engaging. In fact, a few have suggested that this training be required training for every new Google marketer!”
L. Jiang – Google

“Matt’s dynamic style and deep command of his material makes him an eff­ective presenter and consultant.”
Chris Caputo – Former Director, Acquisition Marketing, American Greetings

“I am still telling people that the seminar was the best continuing education experience I’ve had.”
Barbara Bridge – Direct Marketing Specialist, Highmark Blue Cross Blue Shield

“The results are proof enough. We achieved a 400% increase in subscriptions thanks to our training with Matt.”
Mark Hunter – Consultant, The Sales Hunter

Past Clients

  • Google
  • Microsoft
  • HP
  • Lenovo
  • IBM
  • Orange Telecom
  • Proctor & Gamble
  • Johnson & Johnson
  • Nestlé
  • Rutgers University
  • Duke University
  • University of South Florida
  • Yamaha
  • Disney
  • ESPN
  • Experian
  • Hilton International
  • Travel Weekly
  • Scotland Tourism

Why Choose Kexxel's VILT Courses

NOT a Webinar!
Join our live, virtual courses enriched with a diverse range of interactive activities, such as action plans, group discussions, breakout sessions, exercises, case studies, and more.

Course Materials
An advantageous combination of presentation slides and downloadable workbooks are provided to participants prior to classes for a more holistic learning experience.

Pre-Course Questionnaires
Our instructors will understand the specific needs and requirements of each individual participant, by allowing attendees to review and highlight topics of importance prior to the course.

Private, In-house Sessions
Upon request for organizations seeking a more customised learning for their employees.

Post-event Follow up
Learning doesn’t stop at the close of the window screen! We'll do a post event follow up on a quarterly basis. This is an exclusive, invitation-only access for participants that have attended courses under an instructor in that quarter.

Course Outline

Journey Mapping is the practice of seeing through the customer’s eyes as they work with your company though websites, apps, emails, offers and interactions. Gaps and broken processes happen throughout most customer journeys and without a serious examination, these obstacles will never be resolved. In this course, Matt Bailey will walk you through creating and evaluating your Customer Journey map with a new, exciting experience of evaluating your operations from the outside. 

You will learn:

  • How to create a customer journey map.
  • How to identify critical areas of improvement.
  • How to assess and respond to customer needs.
  • Where to find the critical gaps in your customers’ experiences.
  • Steps to improve the process, customer experience and profitability.

Step 1: Organize

  • ActivityCustomer Needs Analysis

  • Persona and Psychographics
    ActivityCustomer Data Collection Methods

  • Case Study: Journey Map

  • Journey Mapping: Foundational Steps
    ActivityMarket Assessment (PEST, SWOT)

  • Identify Customer Stages
    ActivityMap your organisational stages
    Activity: Identify your Problem and Goal

Step 2: Achieve

  • Customer Touchpoints
    ActivityMap out touchpoints and interactions
    Gather data to evaluate touchpoints

  • Evaluate customer attitudes
    ActivityMap out attitudes and impact

  • Determine financial impact
    ActivityCalculate CLV and financial metrics
    Activity: Identify backstage support roles and needs

  • Innovate solutions
    ActivityInnovate, measure and evaluate options

  • Map the new solution
    ActivityDefine the experience, the change and the measurement

  • Assessment: Journey Map and Reflection

Click here to view the full list of events under our Digital Marketing Series 

*******For more details, kindly download the brochure*******


Virtual Instructor-Led Training (VILT)