Omnichannel Journeys and Customer Experience

Create a usable and cohesive cross-channel experience by following guidelines to resolve common user pain points in a multi-channel landscape

Customers interact with businesses not only through many channels, but also on many devices. Rather than seeing each of these interactions as a separate experience, users view all interactions with an organization as part of one larger user experience. Thus, a company may think, “multi-channel service,” but a customer thinks, “one company, one user experience.”

For this reason, organizations must create a cohesive ecosystem of business channels and touchpoints where each not only provides their own unique benefits, but also compliments and seamlessly connects to the experience as a whole.

This course will focus on diagnosing common pain points in customer journeys. We will also discuss guidelines for creating a usable experience across many channels to create personalized experiences that are consistent, seamless, optimized for the context of each device.

Topics Covered


Related Course

UX Certification Credit

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