Customer-Journey Management

Establish and operationalize journey-level experience design work across functional group for continuous improvement

Modern customer journeys involve interactions on a multitude of channels — in person, mobile, desktop, social media, but many organizations struggle to coordinate the experience on all these channels because of siloed work processes and outdated infrastructure.  Yet, because of both new, disruptive companies and enhanced experiences from some traditional companies,  customers have come to expect highly orchestrated, seamless omnichannel customer experiences from all companies. 

In this course, you will learn how to address organizational barriers and lead your companies toward the adoption of a journey-driven mindset. We will discuss the steps necessary to operationalize customer experience and journey-management practices throughout an organization in order to create an environment that can deliver high-quality customer experiences at scale.

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