How long does this certification take?

The programme takes 11 Weeks and can be completed self-paced or with live virtual sessions.

Is this certification globally recognised?

Yes. GLI certifications carry CPD credits and are internationally recognised.

What level is this certification?

This is a Advanced Level certification.

Email info@certifications.ac, WhatsApp +254 722 223 084, or fill in the enrolment form on this page.

What is included in the fee?

All study materials, study guide, examination, digital certificate and badge. Live option adds tutor sessions and priority support.

Certified Customer Journey and Touchpoint Analyst in Senegal

Q: What is the Certified Customer Journey and Touchpoint Analyst?

The Certified Customer Journey and Touchpoint Analyst is a globally recognised professional certification by the Global Leadership Institute (GLI), designed to equip professionals with advanced competencies in Customer Service & Administration.

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

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

Click any module to explore the detailed curriculum topics included in this certification.

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
The customer experience (CX) discipline
Roles, standards and professional conduct
Service in the omnichannel era
Linking CX to business performance
Ethics and fair customer treatment
Service culture and brand promise
Career pathways and professional development

Mapping the Real Journey

Customer journey mapping and service design
Complaint handling and service recovery
Segmentation, targeting and the useful segment
Value proposition and differentiation
Pricing, price architecture and discounting
Route to market and channel design
The sales pipeline and forecasting discipline
Consultative selling and understanding the buyer
Marketing measurement and attribution
Customer retention, loyalty and lifetime value
Brand, reputation and communications
Commercial ethics and responsible selling
Market research and customer insight methods
Campaign planning and the content calendar
Digital channels and performance marketing economics

Moments That Decide Satisfaction

Customer journey mapping and service design
Complaint handling and service recovery
Customer retention, loyalty and lifetime value
Service standards, levels and measuring service
Voice of the customer and acting on feedback
Expanding into regional and export markets
Negotiation and closing commercial deals
Key account management and account planning
Tenders, proposals and the bid decision
Launching a product into a market
Managing distributors and channel partners
CRM, sales operations and data discipline

Designing Recovery

Complaint handling and service recovery
Customer journey mapping and service design
Commercial ethics and responsible selling

Retention, Loyalty and Value

Customer retention, loyalty and lifetime value
Marketing measurement and attribution
Customer journey mapping and service design

Proposition and Experience Together

Value proposition and differentiation
Brand, reputation and communications
Customer journey mapping and service design

Measuring Experience Honestly

Marketing measurement and attribution
Customer retention, loyalty and lifetime value
Complaint handling and service recovery

Operations

Productivity and effectiveness measurement
Productivity, collaboration and workflow tools
Process improvement and lean thinking
Quality management and standards
Productivity and efficiency improvement
Strategic sourcing process and RFx
Transaction lifecycle and processing
The procurement cycle and operating models
Procurement transformation and operating models
Process efficiency and cycle time
Data quality and master data management
Group facilitation and group process
Incident response process
Feed quality, additives and supplements
Growth, lactation and productivity

Relationships and Partners

Fair treatment of stakeholders
Stakeholder trust and reputation metrics
Stakeholder engagement plan
Managing regulator relationships
Stakeholder and impact analysis
Stakeholder and investor engagement
Market entry modes and partner selection
The HR business partner role and mandate
Stakeholder mapping and influencing
The business partner and centre-of-excellence model
Stakeholder engagement and risk management
Trends: ESG, transparency and stakeholder capitalism
Shareholder and stakeholder rights
Employment relationship and the psychological contract
Influencing and safety leadership

Ethics and Conduct

Ethics, confidentiality and professional conduct in HR
Corporate social responsibility and ESG
Data ethics, privacy and responsible analytics
Ethics and duty of care
Professional ethics and duty of care
Legal and regulatory responsibility
Ethical decision-making under pressure
Sustainability and climate responsibility
Ethics and responsible leadership
Professional standards and ethics (CIPS)
Sustainability and responsible sourcing
Fair trade and responsible supply
Ethics and professional conduct in security
Corporate responsibility and community
Real estate regulation, licensing and professional conduct

International Markets

Global and comparative HR contexts
Analytical techniques and bias
Transfer pricing and international tax
Cross-border data and transfers
Cross-cultural and global inclusion
Global sourcing and international trade
International and cross-border tax
Preparing financial statements
Financial reporting frameworks (IFRS/GAAP)
Interpreting financial statements
Reporting quality and governance
Management accounts and dashboards

Change and Adoption

Foreign exchange and treasury operations
Technology governance and change control
Foreign exchange and hedging
Change management and adoption
The finance function and digital transformation
Regulatory change management
Large-scale transformation and agile ways of working
Budget vs actual and variance
Cost and profitability analysis
Benchmarking and best-practice adoption
Digital transformation and IT strategy
Measuring growth and transformation impact
Forecasting and planning
Data visualisation for finance
Digital and market transformation

People and Incentives

Data protection and employee privacy
Belonging, culture and employee resource groups
The employee lifecycle and HR value chain
Strategic workforce planning and demand forecasting
Communicating risk to the workforce
Workforce and shift management in retail
Decision support and insight
Workforce management and scheduling
Workforce planning and scheduling
Employee experience and engagement
Customer and employee satisfaction
Employee engagement models and drivers

Sustainability

Environmental legal compliance
Environmental monitoring and reporting
Continuous environmental improvement
Integration with quality and environment
Supply markets and the enabling environment
Sustainable procurement principles and standards
Environmental, social and governance (ESG)
Sustainability reporting and disclosure
Embedding sustainability in sourcing
Mine water, tailings and environmental management
Integrated and sustainability reporting
Sustainability, ESG and integrated value
Communicating financial results
The regulatory and legal environment
Responsible and sustainable governance

Learning and Research

Learning cultures and the learning organisation
Responsible use of AI in learning
Capstone scoping: a real learning challenge
Designing a learning programme or curriculum
Blended and hybrid learning design
Motivation and self-directed learning
Research methods for policy
Training needs analysis and learning strategy
Knowledge management and capability building
Continuous improvement and learning organisations
Principles of teaching, training and learning
Lessons learned and knowledge management
Psychodynamic and psychoanalytic approaches
Complaint data and learning
Cognitive load and learning science

Markets and Customers

Treating customers fairly and market conduct
Data ethics and customer privacy
Market and interest-rate risk
Know Your Customer and enhanced due diligence
Data protection and customer privacy
Data, analytics and customer insight
Customer segmentation and needs analysis
Customer journey and experience design
Brand and corporate reputation
Spend analysis and segmentation
Supply market analysis
Customer effort and sentiment analysis
CRM systems and customer data
Customer service technology stack
Social media customer care

Selling Practice

Sales enablement and coaching
Marketing and sales ethics
Marketing and sales KPIs and dashboards
Funnel, pipeline and conversion metrics
Commercial negotiation and value capture
Designing a marketing or sales strategy
Key account management strategy
Account planning and whitespace analysis
Managing large and complex accounts
Sales analytics and forecasting tools
E-commerce and marketplace selling
Sales performance and pipeline management
Governance and accountability
Financial, management and cost accounting distinguished
Accounting concepts, principles and the regulatory landscape

Customer Experience

Policy administration and customer service in insurance
Destination, venue and experience products
Customer retention in the vehicle ownership cycle
Service quality and the passenger experience in transport
Customer loyalty and repeat purchase in retail
Attachment and developmental theory
Complaints, accountability and fitness to practise
Customer success and retention
Customer experience and journey mapping
Journey and process redesign
Professional ethics in customer service
Customer journey mapping
Relationship management and retention
Loyalty programmes and rewards
Retention, loyalty and lifetime value

Digital Channels

Digital and data-driven go-to-market
Digital marketing strategy
Email and marketing automation
Marketing technology stack
CRM and marketing automation platforms
Scaling technologies and business models
Digital advisory, e-extension and mobile services
Self-service and digital support
Technology selection and integration
Emerging service technologies
Digital, mobile and internet banking
Digital financial services
Digital ethics and responsible AI
Technology strategy and architecture choices
Digital business models and monetisation

Evidence and Analytics

Yield, productivity and profitability metrics
Data quality, analysis and reporting
Professional roles, boundaries and settings
Ethical principles and codes of practice
Portfolio of evidence and reflective practice
Data-driven decision support and analytics
Net Promoter Score and satisfaction metrics
Service analytics and dashboards
Text and interaction analytics
Data privacy and consent
Influencing and presenting insights
Evidence-based practice
Evidence-based practice and research literacy
Psychometric and screening tools
Project KPIs and performance metrics

Commercial Finance

Managing schedule and budget performance
Marketing planning and budgeting
Value-based and dynamic pricing
Revenue management and yield
Forecasting revenue and demand
Budget, ROI and feasibility analysis
Pricing strategy
Customer lifetime value and profitability
Carbon markets and climate finance
Negotiation with buyers, suppliers and financiers
Access to finance, grants and investment
Funds transfer pricing
Development banking and project finance
SME lending and value-chain finance
Microfinance and group lending

Distribution and Supply

Procurement KPIs and savings measurement
Continuous improvement and lean procurement
Procurement maturity assessment
Driving measurable procurement value
Supply market analysis and Porter’s forces
Real estate marketing channels and property portals
Procurement and asset management under donor rules
Water supply systems: sources, treatment and distribution
The retail landscape: formats, channels and the informal market
Managing boundaries and dual relationships
Peer support and consultation
Procurement and contract management
Go-to-market and channel strategy
Omnichannel and channel management
Touchpoint and channel design

Communication

Incident reporting and record-keeping
Sustaining ethical, effective practice
Toolbox talks and safety communication
Communicating vision and telling stories
Executive communication and presence
Cross-cultural communication
Risk registers and reporting
Tax provisioning and reporting
Proposal development and donor reporting
The media and telecommunications landscape
The media business: audiences, advertising and subscription
Professional and persuasive communication
Transaction monitoring and suspicious reporting
Regulatory reporting and audits
Control monitoring and reporting

Leadership and Teams

Issue and problem management
Servant leadership and self-organising teams
Communication planning and management
Negotiation and conflict management
Virtual and distributed teams
Team leadership and motivation
Project management software and tools
Portfolio and resource management systems
Document and configuration management
Programme management principles
Portfolio management and prioritisation
Team development and effectiveness
Ethical frameworks and codes of practice
Coaching and developing team members
Managing virtual and cross-cultural teams

Performance and Targets

Coaching for performance
Banking KPIs and branch scorecards
Social performance and outreach
Investment principles and objectives
Feeding for reproduction and performance
System performance and tuning
Performance management systems and cycles
Performance measurement and KPI dashboards
Governance and compliance KPIs
Continuous feedback and performance conversations
Duty of care and risk management
Setting objectives, indicators and targets
Service KPIs: CSAT, NPS, CES, SLAs
Performance management in service
Policy, planning and objectives

Capability Development

Professional ethics in education and training
Feedback and developmental conversations
Career and talent development
Building a coaching culture
Measuring coaching and mentoring impact
Capability and skills frameworks
Maturity and capability assessment
Policy development and drafting
Leadership and management development
Coaching models and frameworks (GROW)
Coaching leaders and managers
Supplier development and innovation
Training needs analysis
Continuing professional development
Measuring development impact

Strategic Context

Procurement’s contribution to organisational strategy
Category management and strategy development
Sourcing strategies and portfolio (Kraljic)
Negotiation strategy and planning
Manufacturing strategies: make-to-stock, make-to-order and batch versus flow
Content strategy across platforms
Business case and strategic alignment
Stakeholder engagement strategy
Strategic alignment of investments
Competitive analysis and differentiation
Product and portfolio strategy
Business model design and innovation
Setting strategic priorities and choices
Aligning teams around strategy
Strategic decision-making under uncertainty

Risk and Compliance

Time and cost control
Risk identification and analysis
Qualitative and quantitative risk analysis
Risk response and contingency
Quality control and continuous improvement
Integrated risk and quality control
Programme governance and assurance
Governance of campaigns and spend
Managing price and discount governance
Managing growth, risk and resilience
Regulatory compliance and biosafety
Control environment and risk assessment
Process and control documentation
Governance and the three lines model
Fraud risk and controls

Legal and Terms

Contract exit and renewal
Regulatory and legal duty
Capstone scoping: a real governance or policy issue
Designing a governance, compliance or policy solution
Risk, legal and feasibility analysis
Policy cycle and evidence-based policy
Health and safety legal duties
Designing an HR intervention or policy
Legal, cost and feasibility analysis
Contractor and visitor safety
Legal and other requirements
Advocacy and policy engagement
Record-keeping and data protection
Contract law and formation
Contract types and risk allocation

Campaigns and Projects

Onboarding and induction programme design
Safety communication and campaigns
Legal responsibilities and professional bodies
Designing a safety programme or control
Emergency preparedness and response planning
Scenario planning and foresight
Value and savings programmes
Programme governance
Tax planning vs avoidance vs evasion
Real estate development and project appraisal
Programme cycle management in NGOs
Demand, master scheduling and material requirements planning
Capacity planning and line balancing
Projects and expansion: connecting the unserved
Range planning and category management

Learning Outcomes

What You Will Achieve

Establish a comprehensive understanding of Certified Customer Journey and Touchpoint Analyst principles aligned with recognised customer-experience and service-quality standards
Apply evidence-based methods to improve customer service, contact-centre operations and customer experience
Master customer service excellence and standards and contact centre and multichannel operations
Apply complaint handling and service recovery and customer experience design and journey mapping in real-world settings
Lead risk management, quality and compliance relevant to your field
Design stakeholder engagement and professional communication strategies
Use data-driven decision-making and performance-measurement tools effectively
Apply internationally recognised best practice to advance your career in customer service

Enrolment Process

How to Get Certified

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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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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.

Certified Customer Journey and Touchpoint Analyst

Certified Customer Journey and Touchpoint Analyst

Certification at a Glance

Who Should Enrol?

Everything Included in Your Enrolment

Why This Certification Matters for Your Career

Core Competencies You Will Develop

Programme Modules

What You Will Achieve

How to Get Certified

Common Questions

What Our Alumni Say

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