Digital Customer Experience - Live Online - begins April 30, 2020

Digital customer experience is the set of digital interactions between a customer and an organization which creates customer value. This course provides participants with the key concepts, terms, and techniques to deploy digital customer experience.

The generic term of customer experience (CX) covers the entire landscape from traditional customer service to new digital methods that are used to interact with customers. Digital customer experience (DCX) focuses on the latter, but relies on the former. It includes both front-office customer touching interactions and back-office business processes that ultimately benefit customers.

In this one day course, you will learn about the central role of customer journey mapping in DCX and the interdependence of CX improvement and BPM. You will come to understand how best to manage DCX. You will gain an understanding of how CX and DCX are related to the user experience and the role of rapid prototyping and agile in deploying DCX. The group will discuss the major pitfalls to avoid and some common misconceptions around DCX and “persona’s.” You will come to understand how the organizations vision for customer experience, its digital strategy, and a practical road map (including a quantifiable business case) is needed for success in digital customer experience.