Shaping the Customer Experience Across Digital and Physical Channels

Everyone
  • 6 videos | 22m 24s
  • Includes Assessment
  • Earns a Badge
  • Certification CPE
  • Certification PMI PDU
Rating 4.4 of 1413 users Rating 4.4 of 1413 users (1413)
Today's customer is a new breed, often a digital native who spends much of their time online in the digital world. They have different priorities and expectations than generations of customers past. In this course, you will learn about meeting the needs and expectations of today's digital customers, including omnichannel and utilizing algorithm-savvy design. You'll also learn about wayfinding: ways to shape and influence their customer journey, as well as methods to individualize their customer experience (CX) through methods like digital body language. Finally, you'll learn about protecting and partnering in their data privacy and security.

WHAT YOU WILL LEARN

  • Discover the subject areas that will be 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 resonant emotionally with the customer
    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 

IN THIS COURSE

  • 46s
    After completing this video, you will be able to discover the subject areas that will be covered in this course. FREE ACCESS
  • 4m 53s
    After completing this video, you will be able to recognize methods for meeting the needs and expectations of digital customers. FREE ACCESS
  • Locked
    3.  Embracing the Wayfinding Path
    4m 24s
    After completing this video, you will be able to identify the principles for moving customers across space, time, and platform with minimal friction using digital wayfinding.  FREE ACCESS
  • Locked
    4.  Shaping, Not Dictating, the Customer Experience 
    4m 28s
    After completing this video, you will be able to identify critical actions for building experiences that resonant emotionally with the customer. FREE ACCESS
  • Locked
    5.  From Personalization to Individualization
    4m 5s
    After completing this video, you will be able to recognize actions for moving from personalization to individualization to improve the customer experience. FREE ACCESS
  • Locked
    6.  Creating Partners in Privacy
    3m 48s
    After completing the video, you will be able to identify the mutual benefits of allowing customers to make decisions on sharing data and information. 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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