Digital Customer Experience for Directors training course

Digital Customer Experience for Directors

Available Dates

Venue

Nov-25-2024

Singapore
Nov-25-2024

Paris
Dec-02-2024

Kuala Lumpur
Dec-02-2024

Istanbul
Dec-09-2024

Barcelona
Dec-09-2024

Dubai
Dec-16-2024

Amsterdam
Dec-16-2024

London
Dec-23-2024

Paris
Dec-30-2024

Singapore
Jan-13-2025

Kuala Lumpur
Jan-13-2025

Barcelona
Jan-13-2025

Dubai
Jan-13-2025

Istanbul
Jan-20-2025

Singapore
Jan-20-2025

Paris
Jan-27-2025

London
Jan-27-2025

Amsterdam
Feb-10-2025

Dubai
Feb-10-2025

Istanbul
Feb-10-2025

Kuala Lumpur
Feb-10-2025

Barcelona
Feb-17-2025

Singapore
Feb-17-2025

Paris
Feb-24-2025

London
Feb-24-2025

Amsterdam
Mar-10-2025

Dubai
Mar-10-2025

Istanbul
Mar-10-2025

Kuala Lumpur
Mar-10-2025

Barcelona
Mar-17-2025

Paris
Mar-17-2025

Singapore
Mar-24-2025

Amsterdam
Mar-24-2025

London
Apr-14-2025

Kuala Lumpur
Apr-14-2025

Barcelona
Apr-14-2025

Dubai
Apr-14-2025

Istanbul
Apr-21-2025

Paris
Apr-21-2025

Singapore
Apr-28-2025

Amsterdam
Apr-28-2025

London
May-12-2025

Barcelona
May-12-2025

Kuala Lumpur
May-12-2025

Istanbul
May-12-2025

Dubai
May-19-2025

Paris
May-19-2025

Singapore
May-26-2025

London
May-26-2025

Amsterdam
June-09-2025

Dubai
June-09-2025

Barcelona
June-09-2025

Istanbul
June-09-2025

Kuala Lumpur
June-16-2025

Singapore
June-16-2025

Paris
June-23-2025

Amsterdam
June-30-2025

London
July-14-2025

Dubai
July-14-2025

Barcelona
July-14-2025

Istanbul
July-14-2025

Kuala Lumpur
July-21-2025

Singapore
July-21-2025

Paris
July-28-2025

London
July-28-2025

Amsterdam
Aug-11-2025

Istanbul
Aug-11-2025

Kuala Lumpur
Aug-11-2025

Barcelona
Aug-11-2025

Dubai
Aug-18-2025

Singapore
Aug-18-2025

Paris
Aug-25-2025

London
Aug-25-2025

Amsterdam
Sep-08-2025

Dubai
Sep-08-2025

Istanbul
Sep-08-2025

Kuala Lumpur
Sep-08-2025

Barcelona
Sep-15-2025

Paris
Sep-15-2025

Singapore
Sep-22-2025

Amsterdam
Sep-29-2025

London
Oct-13-2025

Istanbul
Oct-13-2025

Kuala Lumpur
Oct-13-2025

Dubai
Oct-13-2025

Barcelona
Oct-20-2025

Singapore
Oct-20-2025

Paris
Oct-27-2025

Amsterdam
Oct-27-2025

London
Nov-10-2025

Kuala Lumpur
Nov-10-2025

Barcelona
Nov-10-2025

Dubai
Nov-10-2025

Istanbul
Nov-17-2025

Paris
Nov-17-2025

Singapore
Nov-24-2025

London
Nov-24-2025

Amsterdam
Dec-08-2025

Istanbul
Dec-08-2025

Kuala Lumpur
Dec-08-2025

Dubai
Dec-08-2025

Barcelona
Dec-15-2025

Paris
Dec-15-2025

Singapore
Dec-22-2025

Amsterdam
Dec-29-2025

London

Course Details

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.

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

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

5 days course

Day 1

Day 2

Day 3

Day 4

Day 5

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

Introduction to Customer-Centric strategy
How to map the digital customer journey
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

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

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

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
Discovering challenges associated with digital CX
Exploring the future trends in digital CX
Exercise: Developing a plan for enhancing CX team performance and management

Digital Customer Experience for Directors

Course Info

Course Details

Course Outline

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