The new era of customer experience:

Optimising engagement across digital,

physical and social channels

Online course

What you will learn

Course tutor

More information

What you will learn

Course tutor

More information

COURSE OVERVIEW

Digital technology continues to open new opportunities for customer engagement, and the growing accessibility of data is enabling companies to go beyond traditional metrics to track customer experience in more sophisticated ways.

But using data-driven insights effectively – and integrating new customer experiences into existing engagement – can be daunting.

Using frameworks and methods developed in Cambridge that have been tried and tested with over 100 companies worldwide, this course will show you how to design and manage customer experience in this new era.

Our expert will offer insights into how to create new customer experiences and roll them out consistently across digital, physical and social channels.

You will also learn how companies we have worked with have used data to better capture customer interactions and build customer loyalty.

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. This course will help you understand these trends and how your company can navigate the new era of customer experience.

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 November 2021

Time: 09:00-12:30 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 schemes, click here. 

COURSE OVERVIEW

Digital technology continues to open new opportunities for customer engagement, and the growing accessibility of data is enabling companies to go beyond traditional metrics to track customer experience in more sophisticated ways.

But using data-driven insights effectively – and integrating new customer experiences into existing engagement – can be daunting.

Using frameworks and methods developed in Cambridge that have been tried and tested with over 100 companies worldwide, this course will show you how to design and manage customer experience in this new era.

Our expert will offer insights into how to create new customer experiences and roll them out consistently across digital, physical and social channels.

You will also learn how companies we have worked with have used data to better capture customer interactions and build customer loyalty.

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.

This course will help you understand these trends and how your company can navigate the new era of customer experience.

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 November 2021

Time: 09:00-12:30 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

  • How to design innovative customer journeys and touchpoints
  • How to structure a consistent and engaging customer experience across digital, physical and social
    • How to generate insights from data analytics to manage and monitor customer experience
    • Which industrial trends and challenges are shaping the next generation of services and customer experience
      • How to design innovative customer journeys and touchpoints
      • How to structure a consistent and engaging customer experience across digital, physical and social
      • How to generate insights from data analytics to manage and monitor customer experience
      • Which industrial trends and challenges are shaping the next generation of services and customer experience

      REPORT –  STEP-BY-STEP GUIDE TO MANAGING CUSTOMER EXPERIENCE

      This short step-by-step guide gives an overview of how to use big data analytics for customer experience management. It also provides six top tips for success.

      This report helps firms take a systematic approach to identifying the different types of data they could use at different points on the customer journey and how they can be translated into actionable insights.

       

      This short step-by-step guide gives an overview of how to use big data analytics for customer experience management. It also provides six top tips for success.

      This report helps firms take a systematic approach to identifying the different types of data they could use at different points on the customer journey and how they can be translated into actionable insights.

      COURSE TUTOR

      Dr Mohamed Zaki

      Deputy Director

      PitchIn logo

      Course content was developed thanks to funding from Pitch-In (Promoting the Internet of Things via Collaboration between HEIs and Industry) via Research England’s Connecting Capability Fund award CCF18-7157.

      MORE INFORMATION

      Bespoke programmes

      University of Cambridge endorsement

      Booking confirmation and cancellation policy

      Bespoke programmes

      University of Cambridge endorsement

      Booking confirmation and cancellation policy