The Power of Personas and Customer Journey Maps

This video is part of a series of microlearning courses aiming to provide insights into specific topics.

Language: English
Category: Customer Experience
Duration: 8m
The Power of Personas and Customer Journey Maps

Course description

Why is it important to map the customer journey? What is a user persona? Look at the process of understanding the path your specific target audience take. Get familiar with the concept of User Persona and its importance for your business.


This video is part of the Digital Customer Relationship Management Strategies to Boost Direct Sales. To watch the full course and get your certificate click here.

Course overview
1. The Power of Personas and Customer Journey Maps

Meet your instructor

Jörg Troester

Jörg Troester

Head of Corporate Strategy

Jörg Troester has more than 25 years of experience in the aviation industry. As Head of Corporate Strategy Jörg is responsible for Hahn Air’s strategic development and represent the company at various industry associations as well as towards governmental organizations. Jörg also works as a guest lecturer at different universities and international organizations.


Before joining Hahn Air Lines, he worked for over ten years with LTU International Airways in various positions in project management and product development in the areas of distribution, sales & marketing and IT.


Jörg holds a Master’s Degree in linguistics and media science, an MBA in tourism and hospitality and LL.M. in Commercial law. 

Read moreabout Jörg Troester
Develop customer-focused CRM strategies to ensure your airline has a competitive advantage regarding cost and revenue.

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