Course Outline
Module 1: Automation Architecture & Journey Design

• Principles of journey orchestration

• Mapping complex multi-touch workflows from trigger to outcome

• Documenting automation plans for clarity and maintenance

• Workshop: Map a cross-departmental journey for a new customer onboarding

Module 2: Advanced Logic & Branching

• Implementing nested if/then/else logic for sophisticated segmentation

• Using wait periods and delay timers effectively

• Triggering actions based on customer inactivity or lack of action

• Lab: Build a workflow with 3+ branching paths based on customer behavior

Module 3: Multi-Channel Automation Integration

• Orchestrating communication across email, SMS, and in-app messages

• Automating internal task creation and assignment for teams

• Using API webhooks to connect your CRM to other tools (conceptual)

• Workshop: Create a workflow that sends an SMS after an email is opened

Module 4: Optimization, Management & Hygiene

• Avoiding automation sprawl: naming conventions and folder structures

• Implementing automation hygiene practices to prevent errors

• Troubleshooting common automation failures and debugging

• Case Study: Auditing and fixing a broken automation sequence

Module 5: Testing, Analysis & Advanced Concepts

• Designing and executing A/B tests within automated sequences

• Analyzing automation reports to measure effectiveness and ROI

• Introduction to AI-powered predictive scoring and next-best-action triggers

• Final Project: Design, build, and document a complex automation for a given scenario