Serving Digital Customers with Omnichannel

Everyone
  • 6 videos | 21m 32s
  • Includes Assessment
  • Earns a Badge
  • Certification CPE
  • Certification PMI PDU
Rating 4.3 of 289 users Rating 4.3 of 289 users (289)
Offering an omnichannel customer experience (CX) is a must in today's digital world, but implementing it comes at a cost. In this course, you will learn about how omnichannel affects the CX, and in turn, how the CX drives omnichannel innovation. You will also learn about using data analysis and customer journey mapping to uncover customer expectations, and how these can be used to estimate Customer Lifetime Value (CLV) and to help tailor an agile approach to successful omnichannel design and investment. Finally, you'll learn about the challenges to an omnichannel approach, such as data privacy and protection, and how to mitigate them.

WHAT YOU WILL LEARN

  • Discover the subject areas that will be covered in this course
    Identify the characteristics of the omnichannel approach to sales that help address the expectations of digital customers 
    Identify recommended actions for designing and delivering an optimal digital customer experience through omnichannel 
  • Recognize and mitigate the challenges of omnichannel processes and implementation
    Recognize actions that improve the experience after the customer’s click to purchase 
    Identify the actions necessary for successful omnichannel implementation 

IN THIS COURSE

  • 57s
    After completing this video, you will be able to discover the subject areas that will be covered in this course. FREE ACCESS
  • 4m 20s
    After completing this video, you will be able to identify the characteristics of the omnichannel approach to sales that help address the expectations of digital customers  FREE ACCESS
  • Locked
    3.  The Digital Customer Experience with Omnichannel
    3m 59s
    After completing this video, you will be able to identify recommended actions for designing and delivering an optimal digital customer experience through omnichannel   FREE ACCESS
  • Locked
    4.  Overcoming Omnichannel Challenges
    4m 41s
    After completing this video, you will be able to recognize and mitigate the challenges of omnichannel processes and implementation FREE ACCESS
  • Locked
    5.  Improving the Customer Experience after They Buy
    3m 31s
    After completing this video, you will be able to recognize actions that improve the experience after the customer’s click to purchase  FREE ACCESS
  • Locked
    6.  Making Omnichannel Work
    4m 5s
    After completing this video, you will be able to identify the actions necessary for successful omnichannel implementation  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.

YOU MIGHT ALSO LIKE

Course MIT SMR: Use Data to Transform How You Deliver CX
Rating 4.6 of 30 users Rating 4.6 of 30 users (30)
Book Digital Customer Success: Why the Next Frontier of CS is Digital and How You Can Leverage it to Drive Durable Growth
Course Customer Service: Discovering Customer Needs
Rating 4.5 of 5885 users Rating 4.5 of 5885 users (5885)

PEOPLE WHO VIEWED THIS ALSO VIEWED THESE

Course Design Thinking for Innovation: Stakeholder Engagement
Rating 4.5 of 1834 users Rating 4.5 of 1834 users (1834)
Course Problem Solving: Generating Solutions
Rating 4.6 of 1205 users Rating 4.6 of 1205 users (1205)
Course Embedding Data-driven Decisions into Organizational Culture
Rating 4.3 of 1206 users Rating 4.3 of 1206 users (1206)