Digital Customer Experience for Directors

Course Info

Length: 1 Week

City: Kuala Lumpur

Type: In Classroom

Available Dates

  • Aug-05-2024

    Kuala Lumpur

  • Sep-02-2024

    Kuala Lumpur

  • Oct-07-2024

    Kuala Lumpur

  • Nov-04-2024

    Kuala Lumpur

  • Dec-02-2024

    Kuala Lumpur

Dates in Other Venues

  • July-22-2024

    Paris

  • July-29-2024

    Singapore

  • Aug-05-2024

    Istanbul

  • Aug-12-2024

    Dubai

  • Aug-12-2024

    Barcelona

  • Aug-19-2024

    Amsterdam

  • Aug-19-2024

    London

  • Aug-26-2024

    Singapore

  • Aug-26-2024

    Paris

  • Sep-02-2024

    Istanbul

  • Sep-09-2024

    Dubai

  • Sep-09-2024

    Barcelona

  • Sep-16-2024

    London

  • Sep-16-2024

    Amsterdam

  • Sep-23-2024

    Paris

  • Sep-30-2024

    Singapore

  • Oct-07-2024

    Istanbul

  • Oct-14-2024

    Dubai

  • Oct-14-2024

    Barcelona

  • Oct-21-2024

    London

  • Oct-21-2024

    Amsterdam

  • Oct-28-2024

    Singapore

  • Oct-28-2024

    Paris

  • Nov-04-2024

    Istanbul

  • Nov-11-2024

    Barcelona

  • Nov-11-2024

    Dubai

  • Nov-18-2024

    London

  • Nov-18-2024

    Amsterdam

  • Nov-25-2024

    Singapore

  • Nov-25-2024

    Paris

  • Dec-02-2024

    Istanbul

  • Dec-09-2024

    Barcelona

  • Dec-09-2024

    Dubai

  • Dec-16-2024

    London

  • Dec-16-2024

    Amsterdam

  • Dec-23-2024

    Paris

  • Dec-30-2024

    Singapore

Course Details

Course Outline

5 days course

  • Defining Digital Customer Experience and determining its significance for business success 
  • Discussing the evolving customer landscape and the impact of emerging technology, omnichannel, and personalization on CX


Understanding the key elements of Digital CX:

  • Personalization
  • User-centric UI/UX
  • Exceptional customer support 
  • Simplified checkout process 

  • Determining the importance of customer data analytics in understanding customer behavior 
  • Case studies: Companies with successful Digital CX (e.g. Amazon)
  • Exercise: Conducting a SWOT analysis of your current digital CX 

 

  • Introduction to Customer-Centric strategy 
  • How to map the digital customer journey 
  • Identifying the pain points/ touchpoints 
  • Creating customer persona 
  • Integrating Omni-Channel strategy to create seamless CX
  • Case Study: Companies implemented customer-centric strategy and omni-channel strategy (e.g. Starbucks) 
  • Exercise: Developing a customer-centric strategy for your current digital CX 

Exploring essential digital tools:

  • CRM systems
  • AI
  • Chatbots

  • Understanding the application of new technology and tools for customer insights
  • Best practices for website and mobile app usability 
  • Integrating social media into customer journey to enhance customer experience 
  • Utilizing personalization and tailoring strategies to enhance customer interactions 
  • Discussing the importance of ensuring data security and customer privacy in digital interactions 
  • Case Study: Companies utilizing new technologies in CX (e.g. Zappos) 
  • Exercise: Assessing current digital tools at your organization and develop a plan to integrate new tools
  • Developing key performance indicators (KPIs) for measuring digital CX success 
  • Exploring methods and tools to measure customer satisfaction and engagement 
  • Discussing how to use customer feedback to drive improvements 
  • Conducting A/B testing and experimentation to optimize digital CX
  • Techniques to analyze customer data for actionable insights 
  • Tools for monitoring and reporting on digital CX performance 
  • Case Study: Companies using data analytics to personalize customer experience (e.g. Netflix) 
  • Exercise: Developing KPIs to measure your digital CX
  • Discussing best practices for directing digital CX projects 
  • Building a customer-centric culture within the organization 
  • Techniques to ensure high-performance CX team 
  • The importance of providing training for digital CX team to improve the digital experience 
  • The importance of encouraging innovation culture for better digital experience 
  • Discovering challenges associated with digital CX
  • Exploring the future trends in digital CX
  • Exercise: Developing a plan for enhancing CX team performance and management