Customer Experience Design (Part of SCTP)
About this course
Course objectives
In today’s business environment, being able to design effective customer experiences enable companies to gain competitive advantage. Learners will be able to add value to their organisations by creating the right organisational culture, mind-sets and processes, for transformation of customer experience across different types of interactions. Using design thinking, learners will learn how to design customer interactions and create customer journey maps that customer satisfaction.
Course description
At the end of this CmU, learners will be able to:1. Evaluate the influence of internal factors, situational effects, groups, and social media in relation to the customer experience.2. Document the stages of the customer life cycle by applying service design tools such as customer journey mapping.3. Explain the objectives of effective customer feedback systems by using metrics, reports and tools.4. Explain the use of various technologies in relation to designing improved omni-channel customer interactions.