Digital Customer Experience: Personas and Journey Mapping – Face-to-Face

$1,195.00

Digital customer experience is all about creating the best possible experience for your customers when they interact with your brand online. It’s about understanding their needs and expectations, and then designing and delivering an experience that meets or exceeds those expectations.

Course Date Standard Rate Buy Before Your Rate Savings
Nov 21 '24 $1,195.00 Sep 22 $895.00 -$300.00
Sep 19 '24 $1,195.00 Jul 21 $895.00 -$300.00
Jun 27 '24 $1,195.00 May 28 $1,095.00 -$100.00
Apr 18 '24 $1,195.00 $1,195.00 $0.00
Want a discount? Become a member by purchasing Professional Membership!

SKU: DCX-F2F Categories: , , ,

Digital customer experience is all about creating the best possible experience for your customers when they interact with your brand online. It’s about understanding their needs and expectations, and then designing and delivering an experience that meets or exceeds those expectations.

To do this, you need to start by understanding your customer personas – who they are, what they want and need, and how they like to interact with brands online. Once you understand your personas, you can start mapping out their journeys – the path they take from awareness to purchase and beyond.

This is a hands-on course where you will build personas and journey maps. Another activity in the course will be discussing the major pitfalls to avoid and some common misconceptions around DCX and “persona’s.”

This course will teach you everything you need to know about digital customer experience, from persona development to journey mapping to prototyping and agile deployment. You’ll come away with a solid understanding of the key principles of DCX, and how to apply them in your own organization and a practical road map (including a quantifiable business case) for success in digital customer experience.

Outline

  • Introduction: What is CX and what is DCX?
  • The business case for DCX
  • Where to start
  • Techniques:
    • Customer Journey Mapping
    • Personas
    • The central role of BPM
    • The linkage to technology
  • Common misconceptions
  • Skills needed and gaps
  • Accountability
  • Summary
  • Understand how to gather customer’s views on their experience
  • Be able to rapidly and effectively model/map the customer journey
  • Understand how to present the customer journey map in a compelling way
  • Understand how to identify opportunities for improvement 
  • Be able to apply critical success factors in process analysis and design

This course presents a balanced combination of theoretical and practical information. Participants will develop skill in customer journey mapping, gain insight into the infrastructure to continuously improve customer experience, and cultivate an appreciation of best practices and key pitfalls to avoid. 

  • Executives
  • Senior Managers in Operations and IT
  • Business Process Managers
  • Business Process Analysts
  • Business Analysts
  • Business Architects
  • Project managers

The Digital Transformation Specialist (DXS) Certificate Digital Transformation has many facets – from cultural transformation to deployment of various emerging digital technologies. This program will teach and explain why business leaders need to be aware of the digital trends and realize transformation roadmaps with platforms and digital methodology best practices. This program will also cover all the key pillars of Digital Transformation holistically with practical recommendations and exercises.
 
The Digital Transformation Professional (DXP) Certificate program starts with transformative Culture and concludes with a deep dive into Digital Transformation Competency Centers. And has specialty programs for Agile Business Analysis, Decision Automation, Process Mining, Low Code/No Code and Intelligent Automation. Learn how to create a prioritized roadmap for your Digital Transformation journey.

Featured Certificate: BPM Specialist

Everyone starts here.

You're looking for a way to improve your process improvement skills, but you're not sure where to start.

Earning your Business Process Management Specialist (BPMS) Certificate will give you the competitive advantage you need in today's world. Our courses help you deliver faster and makes projects easier.

Your skills will include building hierarchical process models, using tools to analyze and assess process performance, defining critical process metrics, using best practice principles to redesign processes, developing process improvement project plans, building a center of excellence, and establishing process governance.

The BPMS Certificate is the perfect way to show employers that you are serious about business process management. With in-depth knowledge of process improvement and management, you'll be able to take your business career to the next level.

Learn more about the BPM Specialist Certificate

Courses

  •  

 

Certificates

  • Business Process Management Specialist
  • Earning your Business Process Management Specialist (BPMS) Certificate will provide you with a distinct competitive advantage in today’s rapidly evolving business landscape. With in-depth knowledge of process improvement and management, you’ll be able to take your business career to the next level.
  • BPM Professional Certificate
    Business Process Management Professional
  • Earning your Business Process Management Professional (BPMP) Certificate will elevate your expertise and professional standing in the field of business process management. Our BPMP Certificate is a tangible symbol of your achievement, demonstrating your in-depth knowledge of process improvement and management.

Certification

BPM Certification

  • Make the most of your hard-earned skills. Earn the respect of your peers and superiors with Business Process Management Certification from the industry's top BPM educational organization.

Courses

 

Certificates

  • Operational Excellence Specialist
  • Earning your Operational Excellence Specialist Certificate will provide you with a distinct advantage in driving organizational excellence and achieving sustainable improvements in performance.
 

 

OpEx Professional Certificate

  • Operational Excellence Professional
  • Earn your Operational Excellence Professional Certificate and gain a competitive edge in driving organizational excellence and achieving sustainable improvements in performance.

Courses

Certificate
  •  

  • Agile BPM Specialist
  • Earn your Agile BPM Specialist Certificate and gain a competitive edge in driving business process management (BPM) with agile methodologies. You’ll gain a strong understanding of how to apply agile principles and concepts to business process management initiatives.  
 

Business Architecture

 

Certificates

  • Business Architecture Specialist
  • The Business Architecture Specialist (BAIS) Certificate is proof that you’ve begun your business architecture journey by committing to the industry’s most meaningful and credible business architecture training program.

  • Business Architecture Professional
  • When you earn your Business Architecture Professional (BAIP) Certificate, you will be able to design and implement a governance structure for your organization, develop and optimize business processes, and manage business information effectively.

BA CertificationCertification

  • Make the most of your hard-earned skills. Earn the respect of your peers and superiors with Business Architecture Certification from the industry's top BPM educational organization.

Courses

 

Certificates

  • Digital Transformation Specialist
  • Earning your Digital Transformation Specialist Certificate will provide you with a distinct advantage in today’s rapidly evolving business landscape. 
 

 

  • Digital Transformation Professional
  • The Digital Transformation Professional Certificate is the first program in the industry to cover all the key pillars of Digital Transformation holistically with practical recommendations and exercises.

Courses

Certificate

  • Agile Business Analysis Specialist
  • Earning your Agile Business Analysis Specialist Certificate will provide you with a distinct advantage in the world of agile software development.

Courses

Certificate
  • DAS Certificate
  • Decision Automation Specialist
  • Earning your Decision Automation Certificate will empower you to excel in the dynamic field of automated decision-making, where data-driven insights are pivotal to driving business innovation and efficiency.