Customer experience:
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

Dr Mohamed Zaki

Deputy Director

MORE INFORMATION

Bespoke programmes

University of Cambridge endorsement

Booking confirmation and cancellation policy

Bespoke programmes

University of Cambridge endorsement

Booking confirmation and cancellation policy