Programme Partner
Overview
Why Enrol in Customer Experience Strategies with Digital Transformation Programme?
In an age where the customer is king and there is an increasing focus on tailoring customisation to provide unique customer experiences, businesses are increasingly turning to digital transformation to pave the way for this change. By focusing on the right segment, approach, and strategy, you can be in the forefront of leading this change. Anticipating challenges and developing effective service strategies to provide solutions will become second nature.
In the Customer Experience Strategies with Digital Transformation programme taught by Singapore Management University (SMU), you can develop the expertise you need to apply modern, disruptive technologies and tools to deliver an optimised customer experience.
- Next Course Starts On To be advised See Full Schedule
- Duration2 months, Online 4-6 hours per week
- LevelAdvanced
- VenueOnline
Learning Objectives
Examine and identify the building blocks behind a successful platform strategy for business
Create an action plan to lead digital transformation within your organisation
Apply user-experience oriented tools to create services and experiences for customers
Devise a comprehensive omnichannel strategy to enhance the customer experience
Leverage different social media platforms for better customer engagement
Evaluate the implementation of frameworks and strategies for effective service offerings
Use data analytics and advanced technologies to drive business decisions and success
PROGRAMME HIGHLIGHTS
100+ Video Lectures
15+ Real-world Examples
15+ Assignments & Activities
8 Discussion Boards
6 Case Studies
Topics/Structure
- Examine the value proposition of brick-and-mortar versus online retailers
- Explore the different e-commerce fulfillment models
- Describe the economics of traditional versus digital business models
- Examine the building blocks of a successful platform strategy for a business
- Identify and analyse business customer persona using design-thinking
- Design services and experiences without designing physical objects
- Organise the design thinking process from the initial insight to prototyping and testing
- Implement storytelling and customer journey as design thinking tools
- Review customer perspective of value in services
- Describe the concept of omnichannel for service strategy
- Examine the concept of experimentation in an omnichannel world
- Devise a comprehensive omnichannel strategy for an enhanced customer experience
- Discover the concept of social media and social commerce for services
- Explore social media applications as a part of a communication strategy
- Assess the power of social media networks for effective customer engagement
- Examine data analytics practices used in the service industry
- Compare trends in data and obtain insights to leverage them for service management
- Identify appropriate data and insights to determine a suitable analytics approach for a service business environment
- Examine the application of Artificial Intelligence (AI), machine learning (ML), and Deep Learning (DL) for service operations
- Describe the benefits and limitations of AI-enabled service management
- Use AI and ML techniques to strategise a service operation
- Discuss the relevance of service digitalisation for logistics and supply chain processes
- Present the BROAD FENCES framework for service offerings
- Examine the pricing strategies for digital services
- Predict process improvements with the data usage from digitalisation
- Examine the need for transformation in a business
- Evaluate the models of transformation for a service business
- Outline a digital transformation plan for a given service
Who Should Attend
This programme is for business leaders and professionals who:
Want to use disruptive technologies to enhance service experiences whilst seeking to improve bottom and top-line revenue through modern technologies, processes and tools innovation and automation.
Wish to apply data to produce and manage greater customer engagements while correlating broader industry trends to promote customer experience excellence with data outcomes and business knowledge
Aspire to enhance leadership and management skills to create high-performing teams and new business opportunities through modern technologies for customer service.
The programme is suitable for mid-senior level managers, consultants and business leaders across all industries, particularly Banking and Finance, IT Products and Services, and Education as well as across all functions.
Assessment
Intake Information :
Refer to Online Singapore Management University Courses - Emeritus - Online Certificate Courses | Diploma Programs for the latest updates on application dates and discounts.
For more enquiries, please email to monica.taneja@emeritus.org or ruswelt.pereira@emeritus.org.
Alternatively, you may also write to us at exd@smu.edu.sg for any urgent matters related to the programme.