--- title: CJM Certification | QuestionPro description: Free certification in Customer Journey Management, taught by Ken Peterson, President of CX at QuestionPro. Four modules, a final exam, and a free CJM platform trial --- [Skip to content](https://info.questionpro.com/en/cjm-certification#main-content) [![QuestionPro\_logo](https://info.questionpro.com/hs-fs/hubfs/QuestionPrologo.png?width=1999&height=384&name=QuestionPrologo.png)Homepage](http://www.questionpro.com) - [Home](https://www.questionpro.com/au/?) - Products - [Research Suite](https://www.questionpro.com/research-suite/) - [Customer Experience](https://www.questionpro.com/cx/) - [Employee Experience](https://www.questionpro.com/workforce/) - [Features](https://www.questionpro.com/features/) - [Pricing](http://www.questionpro.com/pricing/) - [Blog](https://www.questionpro.com/blog/) - [Home](https://www.questionpro.com/au/?) - Products - [Research Suite](https://www.questionpro.com/research-suite/) - [Customer Experience](https://www.questionpro.com/cx/) - [Employee Experience](https://www.questionpro.com/workforce/) - [Features](https://www.questionpro.com/features/) - [Pricing](http://www.questionpro.com/pricing/) - [Blog](https://www.questionpro.com/blog/) #### QuestionPro Certification ## Customer Journey Management Core Certification Program Learn to turn journey mapping from a reporting exercise into an operating system connected to revenue, retention, and cost to serve. [Get Certified Today](https://info.questionpro.com/en/cjm-certification#waitlist-form) ![QuestionPro Customer Journey Management Certification](https://info.questionpro.com/hubfs/QuestionPro-CJM-certified.png) ## Most journey maps end up in a drawer Today A poster in a drawer The workshop ends, the enthusiasm fades, and the map never gets touched again.   After this course An operating system Journeys stay connected to backlogs, metrics, and the decisions that survive a budget cycle. #### Course overview ## What's inside A self-paced program built around four modules, each assessed with a short quiz, and completed with a final exam and a credential you can point to. Format Self-paced, online Modules 4 modules Estimated time 90 minutes Assessment Quiz per module + final exam Cost Free #### Course curriculum ## The four modules Module 1 Foundations & strategic context The shift from process thinking to journey thinking, governance models, and why most CX programs fail to get organizational buy in. Module 2 Journey mapping methodology The Nielsen Norman Group's 5 step process: Constrain, Research, Synthesize, Evaluate, Communicate. How to triangulate qualitative and quantitative research. Module 3 Journey analytics & measurement Which KPIs to track and where (CES, NPS, CSAT, conversion, drop off rate), and how to translate journey improvements into dollars. Module 4 Journey orchestration & optimization Real time decisioning, Next Best Action, cross channel coordination, and running journey experiments with A/B testing. #### Meet your instructor ## Taught by Ken Peterson Ken helps organizations turn customer experience from a reporting function into a true operating system, one that predicts issues, prescribes actions, and closes the loop automatically. He's spent 25+ years in CX, analytics, and insights leadership, building enterprise-scale feedback architectures and turning complex analytics into the kind of executive-ready narratives that actually drive alignment. ![Ken Peterson](https://www.questionpro.com/qp_userimages/sub-3/3292745/1756840510433.jpeg) Ken Peterson President, QuestionPro Customer Experience ● President, Customer Experience at QuestionPro since 2020 ● Nearly 13 years at Ipsos, most recently as Chief Operating Officer & Executive Vice President for the US Customer Experience division ● Advisory Committee Member for the CX certification Executive Education program at University of Colorado Boulder's Leeds School of Business ## How you get certified Each module includes a short quiz to check your understanding. Complete all four modules and pass the final exam to earn your QuestionPro Certificate in Customer Journey Management, signed by Ken Peterson. How it works 1 Complete each of the 4 modules 2 Pass the quiz at the end of each module 3 Pass the comprehensive final exam 4 Get your signed certificate and CJM platform trial #### FAQ ## Before you start Is there a cost to enroll? No. All four modules, the quizzes, the final exam, and the certificate are included at no cost. Is enrollment open? Yes. Enroll now and we'll email you your access link shortly, usually within a few minutes. How long does the course take? About 90 minutes total across the intro, four modules, and wrap-up. It's self-paced, so you can spread that out however works for your schedule. What happens after I enroll? You'll get an email shortly with your direct access link to the certification. No account setup needed on your end. #### Enrollment is open ## Enroll now ### What you'll walk away with - – The real difference between mapping a journey and managing one - – A rigorous five-step methodology for mapping journeys that hold up under scrutiny - – A journey analytics framework built around KPIs tied to outcomes you already track - – How journey orchestration and real-time decisioning actually work - – A QuestionPro Certificate in Customer Journey Management, plus a trial of the CJM platform Enroll now One quick question before we get you started. Are you a current QuestionPro user? Yes, I'm a QuestionPro user No, I don't have an account in QuestionPro You're already set up You can enroll directly using your QuestionPro account. [Enroll with your QuestionPro account →](https://certification.questionpro.com/enrol/index.php?id=35) ← Back ← Back © QuestionPro 2026. All rights reserved. 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