Digital Customer Experience: Personas and Journey Mapping – Live Online

$895.00

Digital customer experience is all about creating the best possible experience for your customers when they interact with your brand online. It’s about understanding their needs and expectations, and then designing and delivering an experience that meets or exceeds those expectations.

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SKU: DCX-LOL Categories: , , ,

Digital customer experience is all about creating the best possible experience for your customers when they interact with your brand online. It’s about understanding their needs and expectations, and then designing and delivering an experience that meets or exceeds those expectations.

To do this, you need to start by understanding your customer personas – who they are, what they want and need, and how they like to interact with brands online. Once you understand your personas, you can start mapping out their journeys – the path they take from awareness to purchase and beyond.

This is a hands-on course where you will build personas and journey maps. Another activity in the course will be discussing the major pitfalls to avoid and some common misconceptions around DCX and “persona’s.”

This course will teach you everything you need to know about digital customer experience, from persona development to journey mapping to prototyping and agile deployment. You’ll come away with a solid understanding of the key principles of DCX, and how to apply them in your own organization and a practical road map (including a quantifiable business case) for success in digital customer experience.

Outline

  • Introduction: What is CX and what is DCX?
  • The business case for DCX
  • Where to start
  • Techniques:
    • Customer Journey Mapping
    • Personas
    • The central role of BPM
    • The linkage to technology
  • Common misconceptions
  • Skills needed and gaps
  • Accountability
  • Summary
  • Understand how to gather customer’s views on their experience
  • Be able to rapidly and effectively model/map the customer journey
  • Understand how to present the customer journey map in a compelling way
  • Understand how to identify opportunities for improvement 
  • Be able to apply critical success factors in process analysis and design

This course presents a balanced combination of theoretical and practical information. Participants will develop skill in customer journey mapping, gain insight into the infrastructure to continuously improve customer experience, and cultivate an appreciation of best practices and key pitfalls to avoid. 

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