Think through the eyes of your customers to define who you need to be, and what you need to change.
Topics
  • Knowing and understanding your customer
  • Customer behaviours and expectations
  • Customer-centric strategy
  • Customer experience
  • Customer relationship management
  • The power of existing and new data
  • Structured and unstructured data
  • Actionable insight and tools: predicative analysis, big data, real-time, personalisation, geolocalisation, mobile engagement, social media engagement and more
Learning Outcomes
  • Be able to identify opportunities for efficiencies and revenue based on data your organisation already holds or has access to.
  • Be able to develop a customer-centric strategy for your context, with customer data, customer experience and the customer journey at the heart.
  • Be able to demonstrate data-driven decision-making.