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🤝 Customer Experience  ·  Advanced

Certified Customer Journey and Touchpoint Analyst

Online Certification  ·  11 Weeks  ·  Globally Recognised  ·  (CJRN)

✅ 2026 Edition 🎓 CPD Accredited 🌍 100+ Countries 📜 Digital + Physical Certificate 100% Online
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Executive Summary

Certified Customer Journey and Touchpoint Analyst

Designed for today’s high-impact professionals, the Certified Customer Journey and Touchpoint Analyst (CJRN) delivers a rigorous Advanced-level curriculum that equips participants with the knowledge, tools and frameworks needed to excel in customer service, contact-centre operations and customer experience.

This 11 Weeks programme is structured around recognised customer-experience and service-quality standards, ensuring every graduate applies internationally validated methods to real-world challenges.

GLI’s CJRN holders are recognised by leading organisations across Africa, the Gulf, Europe and the Americas as qualified, results-driven professionals. Whether you are advancing your current career or transitioning into new responsibilities, this certification provides the competitive edge you need in 2026 and beyond.

Programme Overview

Certification at a Glance

Certification
Certified Customer Journey and Touchpoint Analyst
Acronym
CJRN
Category
Customer Experience
Level
Advanced
Duration
11 Weeks
Delivery Mode
100% Online
Assessment
Online Examination
Certificate
Digital + Physical
CPD Eligibility
CPD Accredited
Alumni Benefits
GLI Network Access
Self-Paced
USD 399
Live Virtual
USD 599
Target Audience

Who Should Enrol?

  • Customer Service Representatives
  • Contact-Centre and Front-Office Staff
  • Customer Experience Professionals
  • Service and Support Team Leaders
Programme Inclusions

Everything Included in Your Enrolment

  • All study materials and study guide
  • Access to GLI online learning portal
  • Online examination and assessment
  • Digital certificate and digital badge
  • Physical certificate (shipped to you)
  • CPD credits for professional bodies
  • GLI alumni network membership
  • Facilitator and tutor support
  • Resource downloads and reference library
  • Automatic enrolment confirmation
Certification Benefits

Why This Certification Matters for Your Career

Career Advancement
Accelerate your career towards senior customer-experience and service-operations roles
Professional Recognition
Credential aligned with recognised customer-experience and service-quality standards
Leadership Capability
Develop the strategic and operational skills to lead complex customer service functions
Organisational Impact
Design and implement customer service systems that drive performance and measurable results
Compliance Readiness
Master the standards, compliance and ethical governance central to customer service
Global Employability
Qualify for customer service roles across corporates, retail, banks, telecoms and service organisations worldwide
Competency Framework

Core Competencies You Will Develop

✦Customer Service Excellence and Standards
✦Contact Centre and Multichannel Operations
✦Complaint Handling and Service Recovery
✦Customer Experience Design and Journey Mapping
✦Service Quality, Metrics and Continuous Improvement
✦Professional Ethics and Governance
Course Curriculum

Programme Modules

The full programme, module by module.

1
Foundations and Strategic Context of Certified Customer Journey and Touchpoint Analyst
Certified Customer Journey and Touchpoint Analyst: industry context, trends and professional standards · Customer service and experience principles · The value of customer-centricity · Customer expectations and satisfaction
2
Mapping the Real Journey
Customer journey mapping and service design · Complaint handling and service recovery · Segmentation, targeting and the useful segment · Pricing, price architecture and discounting
3
Moments That Decide Satisfaction
Customer journey mapping and service design · Complaint handling and service recovery · Customer retention, loyalty and lifetime value · Key account management and account planning
4
Designing Recovery
Complaint handling and service recovery · Customer journey mapping and service design · Commercial ethics and responsible selling · Financial reporting frameworks (IFRS/GAAP)
5
Retention, Loyalty and Value
Customer retention, loyalty and lifetime value · Marketing measurement and attribution · Customer journey mapping and service design · Family intervention planning
6
Proposition and Experience Together
Value proposition and differentiation · Brand, reputation and communications · Customer journey mapping and service design · Designing and facilitating groups
7
Measuring Experience Honestly
Marketing measurement and attribution · Customer retention, loyalty and lifetime value · Complaint handling and service recovery · Territory and quota planning
8
Operations
The HR function: roles, operating models and value creation · Investigation principles and process · Data quality and the fitness-for-purpose test · Testing, quality assurance and defect economics
9
Relationships and Partners
Shareholder and stakeholder rights · Employment relationship and the psychological contract · Influencing and safety leadership · Influencing and persuasion
10
Ethics and Conduct
Responsible and sustainable banking · Data ethics and customer privacy · Bribery, corruption and conduct risk · Ethics and independence
11
International Markets
The agricultural sector: systems, actors and global food value chains · Transfer pricing and international tax · Cross-border data and transfers · Cross-cultural and global inclusion
12
Change and Adoption
Digital transformation and IT strategy · Delivering technology change that people adopt · Transformation versus incremental change · Designing a transformation programme
13
People and Incentives
Communicating risk to the workforce · Workforce and shift management in retail · Accountability and follow-through · Workforce management and scheduling
14
Sustainability
Environmental management systems (ISO 14001) · Environmental legal compliance · Sustainability and climate responsibility · Environmental monitoring and reporting
15
Learning and Research
Learning cultures and the learning organisation · Blended and hybrid learning design · Motivation and self-directed learning · Training needs analysis and learning strategy
16
Markets and Customers
Competitive strategy and positioning · Buyer behaviour and the customer journey · Voice of the customer and feedback · Supply market analysis and Porter’s forces
17
Selling Practice
Account planning and whitespace · Managing complex accounts · Consultative and solution selling · Negotiation and closing
18
Customer Experience
Retention, loyalty and lifetime value · Interaction and experience design · Journey management and tracking · Digital user experience and accessibility
19
Digital Channels
Meaning, purpose and values · Automation in project delivery · Emerging project technologies · Digital disruption and modern go-to-market
20
Evidence and Analytics
Marketing analytics and attribution · Web and campaign analytics · Customer data platforms and segmentation · Web, campaign and funnel analytics
21
Commercial Finance
Communicating financial results · Cost-benefit and investment appraisal · Project budgeting and financial control · Funding, cash flow and financing
22
Distribution and Supply
Procurement and asset management under donor rules · Water supply systems: sources, treatment and distribution · The retail landscape: formats, channels and the informal market · Practice management systems
23
Communication
Presenting and demonstrating · Ethics of technology in practice · Facilitation, training and public presentation skills · Communicating technical information to diverse audiences
24
Leadership and Teams
Category management and strategy development · Security governance and management systems · Tax risk management · IT service management and support operations
25
Performance and Targets
Project KPIs and performance metrics · Setting objectives and marketing KPIs · Marketing and sales KPIs and dashboards · Dashboards and performance reporting
26
Capability Development
Coaching and skill development · Building a personal HR development plan · Competency framework development · Succession planning and talent pipelines
27
Strategic Context
Emerging tools and innovation · Managing growth, risk and resilience · Working with referrers and multidisciplinary teams · Sustaining strategic customer focus
28
Risk and Compliance
Communicating with families and carers · Implementation planning and risk management · Regulatory compliance and market requirements · Governance of service standards
29
Legal and Terms
Vehicle documentation, compliance and consumer protection · Professional writing and reports · Goal setting and contracting · Market access, buyers and contract farming
30
Campaigns and Projects
Continuous improvement of programmes · Project management principles and lifecycle · Risk management planning · Cost reduction and efficiency programmes

Every module opens in the learning portal with its full lesson set, worked examples, further reading and video masterclasses. 30 modules · 150 lessons.

Learning Outcomes

What You Will Achieve

  • Mapping the Real Journey — applied to your own work
  • Moments That Decide Satisfaction — applied to your own work
  • Designing Recovery — applied to your own work
  • Retention, Loyalty and Value — applied to your own work
  • Proposition and Experience Together — applied to your own work
  • Measuring Experience Honestly — applied to your own work
Enrolment Process

How to Get Certified

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Step 1: Choose Your Certification
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Step 3: Study in the GLI Learning Portal
Work through 30 structured modules and 150 lessons at your own pace, with downloadable resources and expert-designed content — all inside the LMS.
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Step 4: Pass, Get Certified & Verified
Sit your final examination online, earn your certificate instantly, and receive a globally verifiable Certificate ID — plus GLI Alumni Network access.
🎓 Enrol & Study Online — Instant Access
Secure checkout · Instant LMS access · Globally verifiable certificate
Frequently Asked Questions

Common Questions

What is the CJRN certification?

The Certified Customer Journey and Touchpoint Analyst (CJRN) is a Advanced-level professional certification awarded by the Global Leadership Institute (GLI). It is designed to equip professionals in customer service, contact-centre operations and customer experience with practical skills, internationally recognised frameworks, and the credentials needed to advance their careers.

Who should enrol in the CJRN?

This certification is ideal for Customer Service Representatives, Contact-Centre and Front-Office Staff, Customer Experience Professionals and Service and Support Team Leaders, and other professionals seeking to formalise their expertise in customer service, contact-centre operations and customer experience with a globally recognised credential.

How long does the CJRN certification take to complete?

The programme is structured over 11 Weeks and offers flexible learning modes. Self-paced learners can progress at their own schedule, while live virtual participants follow a structured cohort schedule with facilitator-led sessions.

Is the CJRN internationally recognised?

Yes. GLI certifications are recognised across 100+ countries and are aligned with recognised customer-experience and service-quality standards. Graduates receive a digital certificate, a physical certificate and CPD credits recognised by employers worldwide.

What is the cost of the CJRN certification?

The Certified Customer Journey and Touchpoint Analyst is offered in two formats: Self-Paced at USD 399 and Live Virtual at USD 599. Corporate group rates are available for organisations enrolling 5 or more participants. Contact GLI for a bespoke corporate training quotation.

What does the CJRN certification include?

Enrolment includes all study materials and study guides, access to GLI's online learning portal, online examination, digital certificate and badge, physical certificate (posted), CPD credits, GLI alumni network membership, and ongoing facilitator support.

What is the assessment format for the CJRN?

The Certified Customer Journey and Touchpoint Analyst is assessed through an online examination consisting of multiple-choice questions, case study analysis, and practical application assignments. The assessment is designed to evaluate real-world competency, not just theoretical recall.

What CPD credits do I earn from the CJRN?

The Certified Customer Journey and Touchpoint Analyst carries Continuing Professional Development (CPD) credits, which can be applied towards professional body requirements including recognised international professional associations.

Can I study the CJRN while working full-time?

Absolutely. The self-paced option is designed for busy working professionals and allows you to study when and where it suits you. Live virtual sessions are typically scheduled in the evenings or on weekends to accommodate professional commitments.

What career outcomes can I expect from the CJRN?

Graduates progress towards senior customer-experience and service-operations roles. The CJRN strengthens your expertise in customer service, contact-centre operations and customer experience and positions you for advancement across corporates, retail, banks, telecoms and service organisations.

Graduate Voices

What Our Alumni Say

“

The curriculum was directly applicable to my daily work. I immediately applied what I learned and saw results within weeks of completing the programme.

Customer Experience Director
Private Sector
“

GLI's certification is the most practical professional programme I have attended. The international frameworks gave me credibility with my employer and clients.

Service Operations Manager
NGO Sector
“

I earned my CJRN while working full-time. The self-paced format made it possible, and the quality of the content is genuinely world-class.

Contact Centre Lead
Government
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