Digital Customer Experience for Directors
Digital Customer Experience for Directors
Customer Service
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Digital Customer Experience for Directors
INTRODUCTION A warm welcome to “Digital Customer Experience for Directors”! At LPC, we are thrilled to invite you to embark on a transformative journey into the world of digital customer experience (CX). The era of digitalization we live in today requires integrating technologies to create a seamless and satisfying customer experience. LPC's “Digital Customer Experience for Directors” is deigned for directors and senior executives to enhance their knowledge and empower them with skills and tools needed to excel the realm of digital customer experience. Over the span of 5 days, you’ll dive deep into the world of digital customer experience, exploring advanced techniques and strategies for a seamless customer journey. You’ll master the fundamentals of digital customer experience as well as the customer-centric strategy. You’ll discover various digital tools and platforms to enhance customer experience. You’ll learn techniques to measure and analyze customer experience performance, as well as lead and empower your digital customer experience team. Let us embark on a voyage of discovery through the realm of digital customer experience, guided by LPC every step of the way.
OBJECTIVES By the end of this course, participants should be able to: Grasp the fundamentals of digital customer experience (CX) and its significance Understand the key elements of digital CX Implement customer-centric approach for exceptional CX Utilize Omni-channel and personalization strategies in digital CX Develop customer journey and identify pain points and touchpoints Utilize essential digital tools and platforms for better CX Develop KPIs to measure digital CX performance and impact on business outcomes Conduct A/B testing and experiments, and collect customers feedback Build a customer-centric culture within your organization
Digital Customer Experience for Directors
WHO SHOULD ATTEND ? Directors Senior Executives Customer Experience Managers Digital Transformation Leaders Chief Marketing Officers Chief Information Technology Officers Customer Service Managers Business Strategists E-commerce Managers Marketing and Sales Teams Data Analysts Anyone interested in Digital Customer Experience
COURSE OUTLINE
Day 1 Defining Digital Customer Experience and determining its significance for business success Discussing the evolving customer landscape and the impact of emerging technology, omnichannel, and personalization on CX
Understanding the key elements of Digital CX: Personalization User-centric UI/UX Exceptional customer support Simplified checkout process
Determining the importance of customer data analytics in understanding customer behavior Case studies: Companies with successful Digital CX (e.g. Amazon) Exercise: Conducting a SWOT analysis of your current digital CX
Day 2 Introduction to Customer-Centric strategy How to map the digital customer journey
Digital Customer Experience for Directors
Identifying the pain points/ touchpoints Creating customer persona Integrating Omni-Channel strategy to create seamless CX Case Study: Companies implemented customer-centric strategy and omni-channel strategy (e.g. Starbucks) Exercise: Developing a customer-centric strategy for your current digital CX
Day 3 Exploring essential digital tools: CRM systems AI Chatbots
Understanding the application of new technology and tools for customer insights Best practices for website and mobile app usability Integrating social media into customer journey to enhance customer experience Utilizing personalization and tailoring strategies to enhance customer interactions Discussing the importance of ensuring data security and customer privacy in digital interactions Case Study: Companies utilizing new technologies in CX (e.g. Zappos) Exercise: Assessing current digital tools at your organization and develop a plan to integrate new tools
Day 4 Developing key performance indicators (KPIs) for measuring digital CX success Exploring methods and tools to measure customer satisfaction and engagement Discussing how to use customer feedback to drive improvements Conducting A/B testing and experimentation to optimize digital CX Techniques to analyze customer data for actionable insights Tools for monitoring and reporting on digital CX performance Case Study: Companies using data analytics to personalize customer experience (e.g. Netflix) Exercise: Developing KPIs to measure your digital CX
Day 5 Discussing best practices for directing digital CX projects Building a customer-centric culture within the organization Techniques to ensure high-performance CX team The importance of providing training for digital CX team to improve the digital experience The importance of encouraging innovation culture for better digital experience
Digital Customer Experience for Directors
Discovering challenges associated with digital CX Exploring the future trends in digital CX Exercise: Developing a plan for enhancing CX team performance and management
IN-HOUSE TRAINING LPC Training is capable of conducting this training programme exclusively for your delegates. Please e-mail us on admin@lpcentre.com for further information and/or to receive a comprehensive proposal.
Digital Customer Experience for Directors
CONTACT INFO DOCUMENTATION High-Quality material has been prepared by the LPC team for distribution to delegates. In addition, a special note pad to facilitate note-taking will be provided.
LONDON Oxford Street, 25 N Row, London W1K 6DJ +44 20 36 916 970 | +44 20 80 900 464 info@lpcentre.com
CERTIFICATES Accredited Certificate of completion will be issued to those who attend & successfully complete the programme.
DUBAI Business Bay, ParkLane Tower, Offices 718 - 719 +971 43 88 00 94
SCHEDULE Our Course timings commence at 09:00AM 12:45PM Or 01:00PM - 05:00PM.
dubai.training@lpcentre.com
KUALA LUMPUR No. 3273 Level 32, Menara Prestige, 1, Jalan Pinang,
REGISTRATION & PAYMENT
50450 Kuala Lumpur +60 19 305 5694
Please complete the registration form on the course page & return it to us indicating your preferred mode of payment. For Further Information, please get in touch with us.
CANCELLATION AND REFUND POLICY Delegates have 14 days from the date of booking to cancel and receive a full refund or transfer to another date free of charge. If less than 14 days’ notice is given then we will be unable to refund or cancel the booking unless on medical grounds. For more details about the Cancellation and Refund policy, please visit www.lpcentre.com/terms-and-conditions/
TRAVEL AND TRANSPORT We are committed to picking up and dropping off the participants from the airport to the hotel and back.
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