Customer journey essentials course with Malin Mangili
This one-day intensive course with Malin Mangili is designed to get you up and running quickly. Whether you are new to customer journey mapping or need to freshen up your skills, this course offers both practical know-how of customer experience management, as well as giving you the tools for growing a customer-centric organisation.
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" + ""; pc_confirmation.style.display = 'block'; var mp = document.querySelector('input[name="mp"]'); mp.value = '0'; } else { form.querySelector('._form-content').style.display = 'inline'; pc_confirmation.style.display = 'none'; }var hideButton = document.getElementById('hideButton'); // Add event listener to the button hideButton.addEventListener('click', function() { var submitButton = document.querySelector('#_form_21_submit'); submitButton.disabled = false; submitButton.classList.remove('processing'); var mp = document.querySelector('input[name="mp"]'); mp.value = '1'; const cacheBuster = new URL(window.location.href); cacheBuster.searchParams.set('v', new Date().getTime()); window.location.href = cacheBuster.toString(); });const vgoAlias = typeof visitorGlobalObjectAlias === 'undefined' ? 'vgo' : visitorGlobalObjectAlias; var visitorObject = window[vgoAlias]; if (email && typeof visitorObject !== 'undefined') { visitorObject('setEmail', email); visitorObject('update'); } else if (typeof(trackcmp_url) != 'undefined' && trackcmp_url) { // Site tracking URL to use after inline form submission. _load_script(trackcmp_url); } if (typeof window._form_callback !== 'undefined') window._form_callback(id); }; window._load_script = function(url, callback, isSubmit) { var head = document.querySelector('head'), script = document.createElement('script'), r = false; var submitButton = document.querySelector('#_form_21_submit'); script.charset = 'utf-8'; script.src = url; if (callback) { script.onload = script.onreadystatechange = function() { if (!r && (!this.readyState || this.readyState == 'complete')) { r = true; callback(); } }; } script.onerror = function() { if (isSubmit) { if (script.src.length > 10000) { _show_error("21", "Sorry, your submission failed. Please shorten your responses and try again."); } else { _show_error("21", "Sorry, your submission failed. Please try again."); } submitButton.disabled = false; submitButton.classList.remove('processing'); } }head.appendChild(script); }; (function() { if (window.location.search.search("excludeform") !== -1) return false; var getCookie = function(name) { var match = document.cookie.match(new RegExp('(^|; )' + name + '=([^;]+)')); return match ? match[2] : null; } var setCookie = function(name, value) { var now = new Date(); var time = now.getTime(); var expireTime = time + 1000 * 60 * 60 * 24 * 365; now.setTime(expireTime); document.cookie = name + '=' + value + '; expires=' + now + ';path=/; Secure; SameSite=Lax;'; } var addEvent = function(element, event, func) { if (element.addEventListener) { element.addEventListener(event, func); } else { var oldFunc = element['on' + event]; element['on' + event] = function() { oldFunc.apply(this, arguments); func.apply(this, arguments); }; } } var _removed = false; var form_to_submit = document.getElementById('_form_21_'); var allInputs = form_to_submit.querySelectorAll('input, select, textarea'), tooltips = [], submitted = false;var getUrlParam = function(name) { if (name.toLowerCase() !== 'email') { var params = new URLSearchParams(window.location.search); return params.get(name) || false; } // email is a special case because a plus is valid in the email address var qString = window.location.search; if (!qString) { return false; } var parameters = qString.substr(1).split('&'); for (var i = 0; i < parameters.length; i++) { var parameter = parameters[i].split('='); if (parameter[0].toLowerCase() === 'email') { return parameter[1] === undefined ? true : decodeURIComponent(parameter[1]); } } return false; };var acctDateFormat = "%d/%m/%Y"; var getNormalizedDate = function(date, acctFormat) { var decodedDate = decodeURIComponent(date); if (acctFormat && acctFormat.match(/(%d|%e).*%m/gi) !== null) { return decodedDate.replace(/(\d{2}).*(\d{2}).*(\d{4})/g, '$3-$2-$1'); } else if (Date.parse(decodedDate)) { var dateObj = new Date(decodedDate); var year = dateObj.getFullYear(); var month = dateObj.getMonth() + 1; var day = dateObj.getDate(); return `${year}-${month < 10 ? `0${month}` : month}-${day < 10 ? `0${day}` : day}`; } return false; };var getNormalizedTime = function(time) { var hour, minutes; var decodedTime = decodeURIComponent(time); var timeParts = Array.from(decodedTime.matchAll(/(\d{1,2}):(\d{1,2})\W*([AaPp][Mm])?/gm))[0]; if (timeParts[3]) { // 12 hour format var isPM = timeParts[3].toLowerCase() === 'pm'; if (isPM) { hour = parseInt(timeParts[1]) === 12 ? '12' : `${parseInt(timeParts[1]) + 12}`; } else { hour = parseInt(timeParts[1]) === 12 ? '0' : timeParts[1]; } } else { // 24 hour format hour = timeParts[1]; } var normalizedHour = parseInt(hour) < 10 ? `0${parseInt(hour)}` : hour; var minutes = timeParts[2]; return `${normalizedHour}:${minutes}`; };for (var i = 0; i < allInputs.length; i++) { var regexStr = "field\\[(\\d+)\\]"; var results = new RegExp(regexStr).exec(allInputs[i].name); if (results != undefined) { allInputs[i].dataset.name = allInputs[i].name.match(/\[time\]$/) ? `${window.cfields[results[1]]}_time` : window.cfields[results[1]]; } else { allInputs[i].dataset.name = allInputs[i].name; } var fieldVal = getUrlParam(allInputs[i].dataset.name);if (fieldVal) { if (allInputs[i].dataset.autofill === "false") { continue; } if (allInputs[i].type == "radio" || allInputs[i].type == "checkbox") { if (allInputs[i].value == fieldVal) { allInputs[i].checked = true; } } else if (allInputs[i].type == "date") { allInputs[i].value = getNormalizedDate(fieldVal, acctDateFormat); } else if (allInputs[i].type == "time") { allInputs[i].value = getNormalizedTime(fieldVal); } else { allInputs[i].value = fieldVal; } } }var remove_tooltips = function() { for (var i = 0; i < tooltips.length; i++) { tooltips[i].tip.parentNode.removeChild(tooltips[i].tip); } tooltips = []; }; var remove_tooltip = function(elem) { for (var i = 0; i < tooltips.length; i++) { if (tooltips[i].elem === elem) { tooltips[i].tip.parentNode.removeChild(tooltips[i].tip); tooltips.splice(i, 1); return; } } }; var create_tooltip = function(elem, text) { var tooltip = document.createElement('div'), arrow = document.createElement('div'), inner = document.createElement('div'), new_tooltip = {}; if (elem.type != 'radio' && (elem.type != 'checkbox' || elem.name === 'sms_consent')) { tooltip.className = '_error'; arrow.className = '_error-arrow'; inner.className = '_error-inner'; inner.innerHTML = text; tooltip.appendChild(arrow); tooltip.appendChild(inner); elem.parentNode.appendChild(tooltip); } else { tooltip.className = '_error-inner _no_arrow'; tooltip.innerHTML = text; elem.parentNode.insertBefore(tooltip, elem); new_tooltip.no_arrow = true; } new_tooltip.tip = tooltip; new_tooltip.elem = elem; tooltips.push(new_tooltip); return new_tooltip; }; var resize_tooltip = function(tooltip) { var rect = tooltip.elem.getBoundingClientRect(); var doc = document.documentElement, scrollPosition = rect.top - ((window.pageYOffset || doc.scrollTop) - (doc.clientTop || 0)); if (scrollPosition < 40) { tooltip.tip.className = tooltip.tip.className.replace(/ ?(_above|_below) ?/g, '') + ' _below'; } else { tooltip.tip.className = tooltip.tip.className.replace(/ ?(_above|_below) ?/g, '') + ' _above'; } }; var resize_tooltips = function() { if (_removed) return; for (var i = 0; i < tooltips.length; i++) { if (!tooltips[i].no_arrow) resize_tooltip(tooltips[i]); } }; var validate_field = function(elem, remove) { var tooltip = null, value = elem.value, no_error = true; remove ? remove_tooltip(elem) : false; if (elem.type != 'checkbox') elem.className = elem.className.replace(/ ?_has_error ?/g, ''); if (elem.getAttribute('required') !== null) { if (elem.type == 'radio' || (elem.type == 'checkbox' && /any/.test(elem.className))) { var elems = form_to_submit.elements[elem.name]; if (!(elems instanceof NodeList || elems instanceof HTMLCollection) || elems.length <= 1) { no_error = elem.checked; } else { no_error = false; for (var i = 0; i < elems.length; i++) { if (elems[i].checked) no_error = true; } } if (!no_error) { tooltip = create_tooltip(elem, "Please select an option."); } } else if (elem.type =='checkbox') { var elems = form_to_submit.elements[elem.name], found = false, err = []; no_error = true; for (var i = 0; i < elems.length; i++) { if (elems[i].getAttribute('required') === null) continue; if (!found && elems[i] !== elem) return true; found = true; elems[i].className = elems[i].className.replace(/ ?_has_error ?/g, ''); if (!elems[i].checked) { no_error = false; elems[i].className = elems[i].className + ' _has_error'; err.push("Checking %s is required".replace("%s", elems[i].value)); } } if (!no_error) { tooltip = create_tooltip(elem, err.join('')); } } else if (elem.tagName == 'SELECT') { var selected = true; if (elem.multiple) { selected = false; for (var i = 0; i < elem.options.length; i++) { if (elem.options[i].selected) { selected = true; break; } } } else { for (var i = 0; i < elem.options.length; i++) { if (elem.options[i].selected && (!elem.options[i].value || (elem.options[i].value.match(/\n/g))) ) { selected = false; } } } if (!selected) { elem.className = elem.className + ' _has_error'; no_error = false; tooltip = create_tooltip(elem, "Please select an option."); } } else if (value === undefined || value === null || value === '') { elem.className = elem.className + ' _has_error'; no_error = false; tooltip = create_tooltip(elem, "This field is required."); } } if (no_error && (elem.id == 'field[]' || elem.id == 'ca[11][v]')) { if (elem.className.includes('phone-input-error')) { elem.className = elem.className + ' _has_error'; no_error = false; } } if (no_error && elem.name == 'email') { if (!value.match(/^[\+_a-z0-9-'&=]+(\.[\+_a-z0-9-']+)*@[a-z0-9-]+(\.[a-z0-9-]+)*(\.[a-z]{2,})$/i)) { elem.className = elem.className + ' _has_error'; no_error = false; tooltip = create_tooltip(elem, "Enter a valid email address."); } } if (no_error && /date_field/.test(elem.className)) { if (!value.match(/^\d\d\d\d-\d\d-\d\d$/)) { elem.className = elem.className + ' _has_error'; no_error = false; tooltip = create_tooltip(elem, "Enter a valid date."); } }if (no_error && elem.name === 'sms_consent') { const elemShouldBeChecked = (!!elem.attributes.required && !elem.checked); if (elemShouldBeChecked) { elem.className = elem.className + ' _has_error'; no_error = false; tooltip = create_tooltip(elem, "Translation error: \'forms:omnichannel:request-confirmation-error\' not found."); } } tooltip ? resize_tooltip(tooltip) : false; return no_error; }; var needs_validate = function(el) { if(el.getAttribute('required') !== null){ return true } if(el.name === 'email' && el.value !== ""){ return true }if((el.id == 'field[]' || el.id == 'ca[11][v]') && el.className.includes('phone-input-error')){ return true }return false }; var validate_form = function(e) { var err = form_to_submit.querySelector('._form_error'), no_error = true; if (!submitted) { submitted = true; for (var i = 0, len = allInputs.length; i < len; i++) { var input = allInputs[i]; if (needs_validate(input)) { if (input.type == 'tel') { addEvent(input, 'blur', function() { this.value = this.value.trim(); validate_field(this, true); }); } if (input.type == 'text' || input.type == 'number' || input.type == 'time') { addEvent(input, 'blur', function() { this.value = this.value.trim(); validate_field(this, true); }); addEvent(input, 'input', function() { validate_field(this, true); }); } else if (input.type == 'radio' || input.type == 'checkbox') { (function(el) { var radios = form_to_submit.elements[el.name]; for (var i = 0; i < radios.length; i++) { addEvent(radios[i], 'click', function() { validate_field(el, true); }); } })(input); } else if (input.tagName == 'SELECT') { addEvent(input, 'change', function() { validate_field(this, true); }); } else if (input.type == 'textarea'){ addEvent(input, 'input', function() { validate_field(this, true); }); } } } } remove_tooltips(); for (var i = 0, len = allInputs.length; i < len; i++) { var elem = allInputs[i]; if (needs_validate(elem)) { if (elem.tagName.toLowerCase() !== "select") { elem.value = elem.value.trim(); } validate_field(elem) ? true : no_error = false; } } if (!no_error && e) { e.preventDefault(); } resize_tooltips(); return no_error; }; addEvent(window, 'resize', resize_tooltips); addEvent(window, 'scroll', resize_tooltips);var hidePhoneInputError = function(inputId) { var errorMessage = document.getElementById("error-msg-" + inputId); var input = document.getElementById(inputId); errorMessage.classList.remove("phone-error"); errorMessage.classList.add("phone-error-hidden"); input.classList.remove("phone-input-error"); };var initializePhoneInput = function(input, defaultCountry) { return window.intlTelInput(input, { utilsScript: "https://unpkg.com/[email protected]/build/js/utils.js", autoHideDialCode: false, separateDialCode: true, initialCountry: defaultCountry, preferredCountries: [] }); }var setPhoneInputEventListeners = function(inputId, input, iti) { input.addEventListener('blur', function() { var errorMessage = document.getElementById("error-msg-" + inputId); if (input.value.trim()) { if (iti.isValidNumber()) { iti.setNumber(iti.getNumber()); if (errorMessage.classList.contains("phone-error")){ hidePhoneInputError(inputId); } } else { showPhoneInputError(inputId) } } else { if (errorMessage.classList.contains("phone-error")){ hidePhoneInputError(inputId); } } });input.addEventListener("countrychange", function() { iti.setNumber(''); });input.addEventListener("keydown", function(e) { var charCode = (e.which) ? e.which : e.keyCode; if (charCode > 31 && (charCode < 48 || charCode > 57) && charCode !== 8) { e.preventDefault(); } }); };var showPhoneInputError = function(inputId) { var errorMessage = document.getElementById("error-msg-" + inputId); var input = document.getElementById(inputId); errorMessage.classList.add("phone-error"); errorMessage.classList.remove("phone-error-hidden"); input.classList.add("phone-input-error"); };var _form_serialize = function(form){if(!form||form.nodeName!=="FORM"){return }var i,j,q=[];for(i=0;i
Sign-up for the course with Malin Mangili
Fill up the form and we will register you for the Customer Journey Essentials online course at the date of your choise.
How much does it cost?
€695 ex VAT / person
What dates is it?
- February 10, 2025
- March 10, 2025
- April 14, 2025

Malin Mangili
Malin Mangili is our expert customer-centricity and journey specialist. With a rich background as a seasoned lecturer and trainer in various industries, Malin brings a depth of practical experience to our Customer Journey Essential Course. Her guidance ensures you'll gain invaluable skills to elevate your customer experience strategies.
What you'll learn
- How does a customer-focused organization operate?
- What is the role of the customer journey and customer journey mapping and how does it bring value to your organization?
- Putting the customer journey into action: Getting ready, Creating customer journey maps, Work process and Deliverables.
- Managing insights: How can we effectively use and manage our customer insights?
- How do we set up and use "strategic customer journeys”.
- Setting up a customer-centric change plan, step by step.
“The course with Malin Mangili was incredibly relevant and immediately applicable. It provided just the right level of content, catering to both beginners and those with more experience. It struck a perfect balance between theory and practical application, with the inclusion of the tool Custellence enhancing the learning experience”.
Marie Bjurling Larsson - CX Manager, ICA Banken
What you'll get
- Get expert insights and advice you can apply immediately to your daily work.
- Get answers to the most common challenges you face as a CX change agent.
- Be able to benchmark your organization's CX maturity and progress against best practices, and find out what your next steps. toward success might look like.
- Save time and frustration by learning how to collaborate more effectively with your organization on customer-centric initiatives.
After the course with Malin Mangili, you will be able to lead and moderate the work of developing customer journeys. You will also have a greater understanding of CX management practice and how to use customer journeys to create customer centric change.
"It was a very good agenda, striking a perfect balance between theory and hands-on application".
Martina Wall - Digital product & business developer, BankID
Your customers are your business
Custellence help you ensure that both succeed.