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Training - Hybrid Customer Journey Demystified
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Training - Hybrid Customer Journey Demystified
Who is this pro training aimed at?
All those who have to build a customer journey: quality manager, marketing manager, customer relationship manager, customer experience manager.
The objectives of the training
- Understand the customer and identify the key steps to build a culture focused on it.
- Analyse customer journey touchpoints by examining key phases, emotions, and success factors to enhance customer experience strategies.
- Design a hybrid customer journey (phygital) by considering the three pillars of customer experience: effort, emotions, and success.
The strengths of the training
- This training focuses on applying skills in workplace situations by combining the benefits of group training with individual activities for greater effectiveness.
- By the end of the session, participants will design an action plan to implement strategies for strengthening their areas of growth and developing key skills.
- This live class is eligible for 3.5 PDUs in the Power Skills area, to maintain PMP® or PgMP® certification.
Prerequisites
None
The program of training
As much as technology takes over the tasks that were once exclusively performed by people, it is very important to remember that technology only acts on the axis of processes! There is no technology in direct dialogue with people. This is the role of humans.
That is why it is important to identify what the challenges and needs of customers are and act through targeted attitudes that allow the customer to have a meaningful experience.
To achieve this, we will address the following points: The importance of customer experience; the factors that influence customer satisfaction in the 4.0 context; some models of excellence; the culture focused on customer experience; and the pillars of customer experience and what our customer expects from us.
01. Introduction
02. Importance of Customer Experience
That is why it is important to identify what the challenges and needs of customers are and act through targeted attitudes that allow the customer to have a meaningful experience.
To achieve this, we will address the following points: The importance of customer experience; the factors that influence customer satisfaction in the 4.0 context; some models of excellence; the culture focused on customer experience; and the pillars of customer experience and what our customer expects from us.
01. Introduction
02. Importance of Customer Experience
- Get to know what shopping experience is
- Discover the why, how, and what that strengthen the customer journey
- Identify the impact of customer experience
- Recognise what Context 4.0 is and the factors that influence it
- Identify the main differentiating factors by segment characteristics
- Culture focused on customer experience
- Identify the steps for building a customer-oriented culture
- Customer centricity
- Identify the three pillars of customer experience
- Build the costumer journey
Ready-to-use training
Reference : vc025
- Duration : 1/2 Day
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