CUSTOMER EXPERIENCE MANAGEMENT

Learning goals

Upon completion of the course, participants will be familiar with the customer experience process model Customer Journey and the method of Customer Journey Mapping. They will also be able to apply the concept to an exemplary customer persona and derive concrete recommendations for the design of the customer experience.

Content

• Dimensions of customer experience and how they are captured by customers
• Process model of customer experience Customer Journey Map and application to a designed customer persona
• Insights for the management of the customer experience

This course is an integrated day workshop with units of both theoretical input and practical application. The course is divided into approximately 4 hours on each of these aspects and will actively facilitate interaction and exchange among participants.

Target group

The course is aimed at employees from middle management, from any field, with an interest in brand management.

Prerequisites

Interest and curiosity in the topic.

Dates

The dates will be announced on request.