Omnichannel Customer Experience Management (CX)

Omnichannel Customer Experience Management (CX), available at $64.99, has an average rating of 4.56, with 26 lectures, based on 4871 reviews, and has 11323 subscribers.

You will learn about Develop a comprehensive Omnichannel Customer Experience Management Strategy Provide customers with a seamless and positive experience throughout their entire journeys Create detailed Customer Journey Maps Develop robust Buyer Personas Identify your business's most important customer group(s) Address your organization's structure in order to be better equipped to provide a seamless omnichannel experience Evaluate and maximize the performance of each of your business's channels Achieve consistency among your business's different channels Utilize technology to enhance your customer's experience and your channels' performance Move away from silo operating systems and closer to collaborative systems for more streamlined efforts and results across your organization Obtain key customer insights This course is ideal for individuals who are Marketers, Strategists, C-level Managers, Executives, Entrepreneurs or Small Business Owners. Anyone interested in enhancing or creating an excellent customer experience. It is particularly useful for Marketers, Strategists, C-level Managers, Executives, Entrepreneurs or Small Business Owners. Anyone interested in enhancing or creating an excellent customer experience.

Enroll now: Omnichannel Customer Experience Management (CX)

Summary

Title: Omnichannel Customer Experience Management (CX)

Price: $64.99

Average Rating: 4.56

Number of Lectures: 26

Number of Published Lectures: 26

Number of Curriculum Items: 26

Number of Published Curriculum Objects: 26

Original Price: $119.99

Quality Status: approved

Status: Live

What You Will Learn

Develop a comprehensive Omnichannel Customer Experience Management Strategy

Provide customers with a seamless and positive experience throughout their entire journeys

Create detailed Customer Journey Maps

Develop robust Buyer Personas

Identify your business's most important customer group(s)

Address your organization's structure in order to be better equipped to provide a seamless omnichannel experience

Evaluate and maximize the performance of each of your business's channels

Achieve consistency among your business's different channels

Utilize technology to enhance your customer's experience and your channels' performance

Move away from silo operating systems and closer to collaborative systems for more streamlined efforts and results across your organization

Obtain key customer insights

Who Should Attend

Marketers, Strategists, C-level Managers, Executives, Entrepreneurs or Small Business Owners. Anyone interested in enhancing or creating an excellent customer experience.

Target Audiences

Marketers, Strategists, C-level Managers, Executives, Entrepreneurs or Small Business Owners. Anyone interested in enhancing or creating an excellent customer experience.

“In a world where users expect personalized experiences across multiple devices, mastering omnichannel CX is crucial. This 3-hour course offers insights into developing a seamless Customer Experience Strategy.” SMOKE Customer Intelligence

Welcome to this course on Customer Experience Management (CXM), with a specific focus on Omnichannel customers.

The customer journey map is changing, it’s no longer a straight line that goes from point A to point B.

Customers now use multiple channels when interacting with businesses and most importantly, they use them interchangeably and simultaneously, which means that there is a needfor these different channels to work cohesively together in order to deliver positive and seamless customer experiences, thus the need for Omnichannel CXM.

Businesses following dated and traditional CX frameworks are failing to cater to the needs of customers today, resulting in disjointed and negative customer experiences that are costing huge losses of revenue.

In this course, you will learn how to develop a comprehensive Omnichannel Customer Experience Management Strategy that will allow your business to provide a smooth and seamless customer experience across all channels.

The strategy is broken down to the following sections:

1. Know Your Customer (KYC):

We will cover the various methods and tools that can be used to gain a meticulous understanding of your business’s most important customer group(s)

You will learn how to uncover key customer insights such as demographics, behaviors, habits, attitudes, preferences and more.

These insights will serve as the foundation of your CXM strategy

The methods in this section include: Quantitative& Qualitative Research, Customer Analytics & User Behavior Tracking Tools, additionally you will learn how to develop robust Buyer Personas& Customer Journey Maps

2. Implement Consistency Across Channels:

The process of making your business’s channels work cohesively together through implementing consistency among them, resulting in a smoother customer experience when changing between channels

In this section, we will cover the 4 pillars of consistency: 1) Design & Aesthetics 2) Categorization 3) Terminology4) Functionality

3. Technology Utilization & Integration:

We will discuss the importance of Technology in Omnichannel CXM and the 2 key roles it plays in your strategy

You will learn how to use technology to best serve your business and customers

The key points you need to consider when choosing which technologies to invest in for your organization

4. Address your Organization’s Structure:

We will observe the negative effects of legacy operating systems on a business’s efforts in achieving seamless omnichannel experiences

You will learn the 8 best practices when taking on the challenging but necessary task of shifting an organization’s structure to be better equipped in providing a seamless omnichannel customer experience

5. Build Strong Relationships With Your Customer:

We will observe how building strong customer relationships looks like in an omnichannel ecosystem

How to achieve personalizationwhen so many channels exist

Finally, we will cover the notion of the Single Customer View, the obstacles you’ll face when aiming to achieve it and the steps you can take to overcome these obstacles

Enroll in this course to start delivering a seamless omnichannel experience that is crucial for customers today!

I look forward to seeing you in the first lecture.

Course Curriculum

Chapter 1: The Rise Of The Multichannel Customer

Lecture 1: The Rise Of The Multichannel Customer

Lecture 2: From Multichannel To Omnichannel

Chapter 2: How Omnichannel Is Changing Retail: A Look At Recent Shopping Trends

Lecture 1: A Look At Recent Shopping Trends

Chapter 3: Development Of An Omnichannel Customer Experience Management Strategy

Lecture 1: Strategy Overview

Chapter 4: Know Your Customer (KYC)

Lecture 1: Introduction to KYC

Lecture 2: KYC 1 Ask Them

Lecture 3: KYC 2 Customer Analytics & User Behavior Tracking Tools

Lecture 4: KYC 3 Qualitative Research

Lecture 5: KYC 4 Develop Buyer Personas

Lecture 6: KYC 5 Customer Journey Mapping [Introduction]

Lecture 7: KYC 5 Example Of A Customer Journey Map For A Medical Insurance Company

Lecture 8: KYC 5 How To Create A Customer Journey Map [Part 1]

Lecture 9: KYC 5 How To Create A Customer Journey Map [Part 2]

Lecture 10: KYC 5 How To Create A Customer Journey Map [Part 3]

Chapter 5: Implement Consistency Across Channels

Lecture 1: Introduction to Implementing Consistency Section

Lecture 2: Consistency in Design & Aesthetics

Lecture 3: Consistency in Categorization

Lecture 4: Consistency in Terminology

Lecture 5: Consistency in Functionality

Chapter 6: Technology Utilization & Integration

Lecture 1: Introduction to Technology Utilization & Integration

Lecture 2: Technology's Role in Omnichannel CXM [Part 1]

Lecture 3: Technology's Role in Omnichannel CXM [Part 2]

Lecture 4: Important Things To Consider When Choosing A Technology For Your Business

Chapter 7: Address Your Organization's Structure

Lecture 1: Introduction to Address Your Organization's Structure

Lecture 2: 8 Steps to Shift Your Organization's Structure

Chapter 8: Build Strong Relationships With Your Customer

Lecture 1: Build Strong Relationships With Your Customer

Instructors

Dana Mando
Marketing Communications Specialist

Rating Distribution

1 stars: 11 votes

2 stars: 58 votes

3 stars: 430 votes

4 stars: 1737 votes

5 stars: 2635 votes

Frequently Asked Questions

How long do I have access to the course materials?

You can view and review the lecture materials indefinitely, like an on-demand channel.

Can I take my courses with me wherever I go?

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