Think through the eyes of your customers to define who you need to be, and what you need to change.
Topics
  • Customer-centric strategy.
  • Understanding the value of your customers.
  • Rapid techniques to understand customers such as personas, journey mapping and split testing.
  • Omni-channel customer experience.
  • The power of existing and new data.
  • The possibilities from big data.
Learning Outcomes
  • Define a customer-centric strategy for your organisational context.
  • Describe the behaviour and expectations of your customers in today’s world.
  • Identify and apply tools and techniques to form an enriched understanding of customers.
  • Source and leverage data to develop insight to improve business performance and customer experience.