Journey Optimization and Automation

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Journey Optimization and Automation

This course is part of Microsoft Customer Journey Mapping  Specialization

Instructor: Microsoft

Included with

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7 modules

Gain insight into a topic and learn the fundamentals.

Beginner level

Recommended experience

6 hours to complete

Flexible schedule

Learn at your own pace

7 modules

Gain insight into a topic and learn the fundamentals.

Beginner level

Recommended experience

6 hours to complete

Flexible schedule

Learn at your own pace

What you'll learn

Diagnose journey drop-offs using Excel Copilot for funnel analysis and Power BI for visualization.
Configure automated lead nurturing and requalification rules.
Use Copilot Next-Best-Action to generate personalized upsell offers.
Evaluate optimization and automation ROI through testing and analysis.

Details to know

Shareable certificate

Add to your LinkedIn profile

Assessments

12 assignments¹

AI Graded see disclaimer

Taught in English

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Build your subject-matter expertise

This course is part of the Microsoft Customer Journey Mapping  Specialization

When you enroll in this course, you'll also be enrolled in this Specialization.

Learn new concepts from industry experts
Gain a foundational understanding of a subject or tool
Develop job-relevant skills with hands-on projects
Earn a shareable career certificate

There are 7 modules in this course

Learn to optimize and automate customer journeys for maximum efficiency and higher conversion rates. You'll start by diagnosing journey drop-offs using Excel Copilot to analyze multi-channel interaction data and Power BI to visualize funnel leaks for stakeholders. This diagnostic foundation helps you pinpoint exactly where customers abandon before implementing fixes.

Beyond basic triggers, you'll configure advanced lead nurturing rules that automatically move inactive contacts through specialized requalification workflows. This approach saves significant manual effort while effectively reactivating your sales pipeline. To further drive revenue, you’ll utilize Copilot’s Next-Best-Action recommendations to generate personalized upsell offers tailored to individual customer behaviors. By the end of this session, you'll be able to evaluate total optimization ROI through rigorous holdout tests. You'll learn to translate these analytics into clear reports to communicate measurable gains and strategic value to key stakeholders.

Learn to access and interpret Copilot Optimization's AI-generated recommendations, then implement targeted interventions that address predicted drop-off points before they impact conversion. Copilot recommendations are decision support, not instructions—human judgment is still required before implementing changes.

What's included

2 videos2 readings1 assignment

Learn to measure the impact of your journey interventions by comparing pre/post metrics, calculating improvement deltas, and presenting findings to stakeholders with clear business outcomes.

What's included

1 video2 readings2 assignments

Learn to create dynamic segments that identify inactive leads and configure automated journey enrollment that triggers nurturing without manual intervention. Automation complements sales and marketing judgment rather than replacing it—the system handles routine identification while your team focuses on strategy and exceptions.

What's included

1 video2 readings1 assignment

Learn to measure automation ROI by quantifying time savings, tracking reactivation outcomes, and presenting a compelling business case for expanded automation investment.

What's included

2 videos2 readings3 assignments

2 videosTotal 9 minutes

Why ROI Measurement Unlocks Future Investment3 minutes
The Automation ROI Framework6 minutes

2 readingsTotal 12 minutes

Automation Business Case Reference6 minutes
Step-by-Step: Build an Automation ROI Analysis6 minutes

3 assignmentsTotal 35 minutes

Graded Quiz: Automate Lead Nurturing10 minutes
Hands-on Activity: Build an Automation Business Case20 minutes
Knowledge Check: Automation ROI5 minutes

Learn to access and apply Copilot's Next-Best-Action recommendations to generate personalized upsell offers, embedding AI-driven content into your customer journeys.

What's included

2 videos2 readings1 assignment

Learn to design and analyze holdout tests that measure true AI recommendation uplift by comparing treatment and control groups, then report on conversion lift and cost-per-acquisition impact.

What's included

1 video3 readings3 assignments

1 videoTotal 8 minutes

Holdout Test Design for AI Recommendations8 minutes

3 readingsTotal 13 minutes

The Business Case for Holdout Testing3 minutes
Holdout Test Analysis Framework4 minutes
Step by Step: Configure and Analyze a Holdout Test6 minutes

3 assignmentsTotal 33 minutes

Graded Quiz: Boost Conversions with AI10 minutes
Hands-on Activity: Analyze Holdout Test Results18 minutes
Knowledge Check: Holdout Testing5 minutes

Apply your journey optimization and automation skills to create a comprehensive optimization report. You will document your optimization initiatives, quantify their impact through rigorous measurement, and present a strategic roadmap for continued improvement to stakeholders. This is a synthesis and storytelling exercise; you are assembling and presenting your existing work or provided samples, not recreating analysis from scratch. If you're missing outputs from existing work or provided samples, placeholder or summarized data is acceptable as long as it's plausible and well-justified.

What's included

3 readings1 assignment

Earn a career certificate

Add this credential to your LinkedIn profile, resume, or CV. Share it on social media and in your performance review.

Instructor

Microsoft

346 Courses2,654,613 learners

Offered by

Microsoft

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Frequently asked questions

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