Customer Experience Basics: Digital and Physical channels

Everyone
  • 7 videos | 30m 47s
  • Includes Assessment
  • Earns a Badge
  • Certification CPE
Rating 4.8 of 24 users Rating 4.8 of 24 users (24)
In today's rapidly evolving digital landscape, meeting customer expectations across digital and physical channels is essential for any organization. Seamless and personalized experiences are no longer a luxury but a necessity for driving customer satisfaction and loyalty. In this course, you'll learn about the knowledge and skills required to shape exceptional customer experiences that integrate digital and physical touchpoints. You'll gain an understanding of what digital customers want now, including the shift toward digital-first interactions and the need for convenience and personalization. You'll also learn about the principles of wayfinding, including how to guide customers effortlessly through their journey across multiple touchpoints. You'll explore how to build experiences that resonate emotionally with customers while allowing them the freedom to navigate their path. You'll also explore the difference between personalization and individualization, leveraging data and AI to create highly tailored experiences. Finally, you'll discover the importance of creating partners in privacy, empowering customers through transparent data practices and control over their information.

WHAT YOU WILL LEARN

  • Discover the key concepts covered in this course
    Recognize methods for meeting the needs and expectations of digital customers
    Identify the principles for moving customers across space, time, and platform with minimal friction using digital wayfinding
    Identify critical actions for building experiences that resonate emotionally with customers
  • Recognize actions for moving from personalization to individualization to improve the customer experience
    Identify the mutual benefits of allowing customers to make decisions on sharing data and information
    Summarize the key concepts covered in this course

IN THIS COURSE

  • 3m 5s
    Meeting customer expectations across digital and physical channels is essential for any organization. In this video, you'll be introduced to the key concepts that will be covered in this course. FREE ACCESS
  • 4m 18s
    Digital customers have needs and expectations. In this video, you'll learn about the evolving expectations of digital customers in terms of convenience, personalization, and seamless experiences; methods to meet these expectations; and the importance of adapting to changing customer preferences. FREE ACCESS
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    3.  Embracing the Wayfinding Path
    7m 44s
    Guiding customers smoothly across various touchpoints is key to successful customer experience. In this video, you'll learn about the principes for moving customers across space, time, and platform with minimum friction; strategies for crafting a cohesive and intuitive wayfinding experience; and the role of technology in enhancing the wayfinding experience. FREE ACCESS
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    4.  Shaping, Not Dictating, the Customer Experience
    4m 22s
    Creating customer experiences that resonate emotionally requires a balance of guidance and flexibility. In this video, you'll learn about the importance of empowering customers to navigate their journeys while also providing necessary support and actions for building experiences that resonate emotionally with the customers. You'll also learn about the importance of creating flexible experiences that adapt to individual customer preferences and needs. FREE ACCESS
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    5.  From Personalization to Individualization
    4m 14s
    Taking customer experience from personalization to individualization can significantly enhance engagement. In this video, you'll learn about the differences between personalization and individualization, their respective impacts, and the actions for moving between them. You'll also learn about using data and AI to deliver highly personalized experiences and the ethical considerations in leveraging customer data. FREE ACCESS
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    6.  Creating Partners in Privacy
    4m 15s
    Building trust through transparent data practices is essential for modern customer experiences. In this video, you'll learn about the mutual benefits of allowing customers to make decisions on data sharing and the importance of building trust with customers through transparent data practices. You'll also learn about the importance of empowering customers with control over their personal information and the role of privacy regulations in shaping the future of customer experiences. FREE ACCESS
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    7.  Course Summary
    2m 50s
    In this video, you'll review and reflect on what you've learned in the course Shaping the Customer Experience across Digital and Physical Channels. FREE ACCESS

EARN A DIGITAL BADGE WHEN YOU COMPLETE THIS COURSE

Skillsoft is providing you the opportunity to earn a digital badge upon successful completion on some of our courses, which can be shared on any social network or business platform.

Digital badges are yours to keep, forever.

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