Hybrid Customer Journey Demystified

Capability: Sales & Client Relationship

Skill: Customer experience & Relationship

Language: uk

Estimated duration: 210 min

Reference: VC025

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Program

As much as technology takes over the tasks that were once exclusively performed by people, it is very important to remember that technology only acts on the axis of processes! There is no technology in direct dialogue with people. This is the role of humans.

That is why it is important to identify what the challenges and needs of customers are and act through targeted attitudes that allow the customer to have a meaningful experience.

To achieve this, we will address the following points: The importance of customer experience; the factors that influence customer satisfaction in the 4.0 context; some models of excellence; the culture focused on customer experience; and the pillars of customer experience and what our customer expects from us.

01. Introduction

02. Importance of Customer Experience
  • Get to know what shopping experience is
  • Discover the why, how, and what that strengthen the customer journey
  • Identify the impact of customer experience
03. Context 4.0
  • Recognise what Context 4.0 is and the factors that influence it
04. Models of Excellence
  • Identify the main differentiating factors by segment characteristics
05. Culture of Excellence
  • Culture focused on customer experience
  • Identify the steps for building a customer-oriented culture
  • Customer centricity
06. Fundamentals of Experience
  • Identify the three pillars of customer experience
  • Build the costumer journey
07. Hands-on

For who?

All those who have to build a customer journey: quality manager, marketing manager, customer relationship manager, customer experience manager.

Prerequisites

None

Objectives

  • Understand the customer and identify the key steps to build a culture focused on it.
  • Analyse customer journey touchpoints by examining key phases, emotions, and success factors to enhance customer experience strategies.
  • Design a hybrid customer journey (phygital) by considering the three pillars of customer experience: effort, emotions, and success.

Advantages

  • This training focuses on applying skills in workplace situations by combining the benefits of group training with individual activities for greater effectiveness.
  • By the end of the session, participants will design an action plan to implement strategies for strengthening their areas of growth and developing key skills.
  • This live class is eligible for 3.5 PDUs in the Power Skills area, to maintain PMP® or PgMP® certification.