Customer experience:
challenges and opportunities
in the digital era
challenges and opportunities
in the digital era
Online course
What you will learn
Course tutor
More information
What you will learn
Course tutor
More information
COURSE OVERVIEW
- New technologies and new business models have already changed the way organisations interact with their customers, and soon, developments such as AI, robots and virtual reality will be a completely normal part of the customer experience alongside face-to-face engagements.
- Managers will need to understand new ways to design customer experiences across the digital, physical and social ‘spaces’.
- The course incorporates the practical use of frameworks and methods developed in Cambridge that have been tried and tested with over 100 companies worldwide.
WHO SHOULD ATTEND?
This course is suitable for:
- General managers and directors.
- Service and operations managers and directors.
- Business development and marketing managers and directors.
- Customer experience managers and directors.
UPCOMING COURSES
Date: 23&24 June
Time: 13:00-16:00 UK time
Location: Online
Earlybird fee: (available up to 1 month prior to the course date)
- Non-member: £900.00 plus VAT
- Member: £810.00 plus VAT
Standard fee:
- Non-member: £1,000.00 plus VAT
- Member: £900.00 plus VAT
IfM members and alumni are entitled to a 10% discount off the course fees. For details of our membership scheme, click here.
COURSE OVERVIEW
- New technologies and new business models have already changed the way organisations interact with their customers, and soon, developments such as AI, robots and virtual reality will be a completely normal part of the customer experience alongside face-to-face engagements.
- Managers will need to understand new ways to design customer experiences across the digital, physical and social ‘spaces’.
- The course incorporates the practical use of frameworks and methods developed in Cambridge that have been tried and tested with over 100 companies worldwide.
WHO SHOULD ATTEND?
This course is suitable for:
- General managers and directors.
- Service and operations managers and directors.
- Business development and marketing managers and directors.
- Customer experience managers and directors.
UPCOMING COURSES
Date: 23&24 June
Time: 13:00-16:00 UK time
Location: Online
Earlybird fee: (available up to 1 month prior to the course date)
- Non-member: £900.00 plus VAT
- Member: £810.00 plus VAT
Standard fee:
- Non-member: £1,000.00 plus VAT
- Member: £900.00 plus VAT
IfM members and alumni are entitled to a 10% discount off the course fees. For details of our membership scheme, click here.
WHAT YOU WILL LEARN/EXPERIENCE
- Describe the industrial trends and challenges which are shaping the next generation of services and customer experiences in the digital age.
- Discover innovation in customer experience at the intersection of the digital, physical and social realms.
- Design customer journey emotions and touchpoints.
- Structure a delighted customer experience.
- Identify data sources and analytics to manage and monitor customer experiences.
- Generate insights from data analytics to manage customer loyalty.
- Describe the industrial trends and challenges which are shaping the next generation of services and customer experiences in the digital age.
- Discover innovation in customer experience at the intersection of the digital, physical and social realms.
- Design customer journey emotions and touchpoints.
- Structure a delighted customer experience.
- Identify data sources and analytics to manage and monitor customer experiences.
- Generate insights from data analytics to manage customer loyalty.
COURSE TUTOR
MORE INFORMATION
Bespoke programmes
University of Cambridge endorsement
Booking confirmation and cancellation policy
Bespoke programmes
University of Cambridge endorsement
Booking confirmation and cancellation policy