- Customer Experience Design
- What is Customer Experience
- Digital Disruption
- Era of Empowered Consumers
- Customer Experience vs. Customer Service
- How to Do Customer Experience Design
- Valuation of Solutions
- Three Lenses of Solutions
- Experience Economy
- Refinement of Learnings
- Presentation of Refined Customer Experience
- Touchpoint Strategy
- What are Touchpoints?
- CX Channels
- Getting Creative with Touchpoints
- Identifying User Persona
- Empathy Mapping
- Service Blueprint
- Spotting Opportunities
- Revisiting the Service Blueprint
- Identifying Crisis Points
- Case Studies
ABOUT THIS COURSE
A 4-hour, expert-led, and live online training where you will learn how to plot your customer experience map, how to spot customer pain points, and develop solutions that move your customers down the marketing funnel more seamlessly.
OBJECTIVES OF THIS PROGRAM
By the end of the program, participants with knowledge of creative solutions will be able to model a positive customer experience in every digital touchpoint.
Marketing stakeholders, digital marketing professionals, or agency talents handling creative solutions in digital media. This course is also perfect for User Experience Specialists, Customer Experience Designers, and Marketing and Business Operations Specialists.
Unlike your regular recorded webinar and online class, the Online Masterclass on Designing Customer Experience is an expert-led, live online class using a learning platform that connects our Students with our Subject Matter Experts (SMEs). Wherever you are, get involved and connected with your SMEs and other learners, go through the lectures, ask questions, and interact on class activities. CDM Facilitators will also be there to make sure everyone is engaged, moderate the class, and support you on Q&A and other challenges.
Share new learnings with
We have designed the program into bite-sized lectures with in-between individual and group breakout sessions. In your breakout sessions, you will be tasked to interact, share and solve real digital marketing problems so you can sharpen your digital marketing and strategic skills. Learn with your teams through virtual meeting rooms, work-through activities, and earn points! A good mix of learning tools and apps will be used including: GoToWebinar, Zoom, Kahoot, Mentimeter, Google Hangouts, and Google Slides, to name a few.
Get more content in between sessions through our Student Learning Portal. These will help you learn in your own time and will forever be accessible.
1. Student Learning
Once enrolled, log in to your Student Learning Portal account. Gain lifetime access to your supplementary learning materials, which include program presentations, readings, videos, case studies, etc.
2. Expert-led, Live Online
Wherever you are, tune-in to your scheduled live online lecture and discussion with SMEs. Through an online learning platform, be involved in real-time lectures, engage with peer students, and ask questions.
3. Interactive Breakout
In-between the live lectures, you will work on interactive breakout sessions for a collaborative and enhanced social learning experience with your fellow learners! This is aided by virtual meeting rooms & workspaces.
4. Facilitated Online
Throughout your online learning journey, there will be CDM Facilitators present to guide and assist you in your learning. They are available to make sure that all students are engaged, moderated, and supported for the best student experience.
5. Official Digital CDM
At the end of your online classes, you will receive access to take the Certification Exam. Pass this to earn and get your official digital CDM Certification. If you didn’t apply for Certification, a Certificate of Participation will be sent to you.
A CDM Online Masterclass features the best-of-the-best experts who are sought-after industry experts in a field of specialization through breadth and depth of experience. They form part of CDM’s 200+ Subject Matter Experts. In CDM’s Online Masterclass, we give you access to connect, consult, ask questions, and learn about a specialty class direct from the masters. These highly experienced professionals have made a name for themselves in specialty topics they will be teaching you in our classes.
CDM’s Online Masterclass is designed using the same Understanding by Design (UBD), an instructor-led principle that we are known for. You are getting the same credibility, integrity, and the highest standard of digital education and will allow you to network with and be part of a growing community of like-minded professionals and lifelong learners.
Our programs are conducted by Subject Matter Experts (SMEs) who are industry experts and thought leaders. CDM boasts of 200+ SMEs network as partners who provide ongoing feedback on program design and syllabus, latest best practices, case studies and digital trends.
- SCHEDULE A: December 3, 2022, 8:00AM-12:00NN