INTRODUCTION
As a leading Training Provider, LPC is thrilled to present an immersive and transformative course on Digital Customer Experience (DCX). In today's competitive landscape, customer-centricity is paramount, and this course is meticulously crafted to equip participants with comprehensive expertise in mastering the art of digital customer interactions. Our program goes beyond the basics, delving into advanced strategies and methodologies that define exceptional DCX. Participants will explore the evolution and significance of DCX, learning to map intricate customer journeys, identify touchpoints, and leverage emotional triggers for heightened engagement.
With a focus on strategic implementation, the course delves into personalized experiences and multi-channel integration, utilizing cutting-edge technologies to create seamless interactions. Moreover, we emphasize the pivotal role of datadriven decision-making, empowering participants to harness metrics and analytics for continual enhancement. Join LPC on this journey to not only understand but also future-proof DCX strategies, embracing innovation and emerging trends to craft extraordinary digital experiences that captivate and retain customers in the dynamic digital landscape.
OBJECTIVES
By the end of this course, participants should be able to:
1. Comprehensive Understanding: Develop a holistic understanding of the principles, theories, and frameworks that underpin digital customer experience, encompassing its evolution, significance, and its role in modern business strategies.
2. Proficiency in Mapping Customer Journeys: Acquire skills to conduct thorough customer journey mapping exercises, including the identification of touchpoints, pain points, and emotional triggers to enhance user engagement and satisfaction.
3. Strategic Implementation: Gain insights into advanced strategies for implementing personalized and seamless digital experiences, utilizing cuttingedge technologies and multi-channel integration to create consistent and compelling interactions.
4. Data-Driven Decision Making: Learn how to utilize metrics, KPIs, and customer analytics effectively to measure and interpret digital customer experience, enabling informed decision-making for continual improvement.
5. Future-proofing DCX Strategies: Explore innovative approaches, emerging technologies, and adaptive methodologies that ensure ongoing optimization and evolution of digital customer experiences, preparing for future customer needs and market trends.
WHO SHOULD ATTEND ?
Marketing and Sales Professionals
Customer Experience (CX) Managers
UX/UI Designers and Developers
Business Analysts and Data Analysts
Entrepreneurs and Business Owners
Product Managers and Innovators
COURSE OUTLINE
Day 1
Understanding DCX Foundations
The Evolution of Customer Experience in the Digital Era
Importance of DCX for Businesses
Psychological Aspects Influencing Customer Behavior Online
Building Blocks of Effective Digital Customer Experience
Key Elements of Digital Customer Experience
Day 2
Advanced Customer Journey Mapping
Customer Journey Mapping Techniques
Identifying Touchpoints and Pain Points
Advanced Techniques for Customer Persona Development
In-Depth Journey Mapping and Touchpoint Analysis
Addressing Emotional Touchpoints for Enhanced Engagement
Day 3
