3 Day Masterclass in Omni Channel Customer Experience | Terrapinn Training
3 day Masterclass

Omni-Channel Customer Experience

IMPROVE OPTIMISE COVER ALL AREAS

COVER ALL ANGLES IN YOUR CUSTOMER EXPERIENCE STRATEGY.

This hands-on masterclass in Omni-Channel Customer Experience is designed for anyone looking to improve and optimise their customer experience strategy.

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develop new skills

Learn how to use various tools and techniques to better understand your customers and deliver the best possible experience, in order to build loyalty

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get practical

Find out how to implement a successful customer experience transformation, as well as how to measure the results

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learn from the best

Learn from best practice across sectors and across channels – online, retail, mobile

BUILD YOUR CUSTOMER LOYALTY THROUGH A BETTER CUSTOMER EXPERIENCE

The three days will cover the three key areas for customer experience management – relevant for both the established customer experience professional, as a refresher, or for customer experience novices who are looking to sharpen their customer experience strategy creation and implementation.

In just 3 days you will:

  • Master customer experience fundamentals
  • Get to grips with the tools and techniques available
  • Gain customer insight using voice of the customer activities
  • Master key analytical foundations
  • Learn powerful customer engagement strategies
  • Learn how to implement customer experience transformation effectively
  • Find out how to measure the effectiveness of customer experience change
  • Learn from global case studies and best practices

Organisations that will benefit:

  • All Forward Thinking Companies
  • Retailers
  • Packaged Goods
  • Manufacturers
  • eCommerce Platforms
  • Suppliers
  • Banks & Financial Services
  • IT Companies

Who will attend:

  • Chief Merchandising Officers
  • Chief Commercial Officers
  • Chief Customer Officers
  • Customer Relations
  • Digital Marketing Managers
  • eCommerce Managers & Directors
  • Retail Executives
  • IT managers
  • Merchandising Managers
  • Marketing Managers
  • Business Development & Sales
  • Country & Brand Directors
  • Big Data Managers
  • eCommerce Insight Managers
  • Online Trading Directors

Course Agenda

  • Big Picture
  • Speed networking
  • The lightning speed of change in retailing
  • The customer experience fundamentals
  • The tools - technology drives capability
  • Case Study: Tesco.com, Paddy Power & More
  • Key Analytical Foundations
  • Analytical requirements
  • Short-term analysis
  • Long-term analysis and insight
  • Optimisation strategies
  • Defining the right message for the right customer segment
  • The power of creative
  • Contact strategy definition and implementation
  • Case Study: Amazon & Zappos
  • Group Exercise: Customer Experience Strategies
  • Seamless customer experiences
  • Case Study:Clicks vs. Mortar Retailers, Pure-Play & Hybrid
  • Best Practice Case Study: AirBnB, Taxi Apps & Other Pureplay Mobile Retailers
  • Customer Engagement Strategies
  • Cultural imperatives
  • Workshop
  • Personal Action Plan
  • Wrap

For further information please call: +44 (0)207 092 1045

  • “The depth and knowledge of my trainer was extremely impressive. In 3 days I have had, without a doubt, a masterclass on the industry. Truly world class.”

    - Gordon Dowall Potter, Past Delegate

  • “Well worth 3 days of study!”

    - Syed Hamza, Past Delegate

  • “The training was excellent! I give it a 10 and will get my trainer's support for my next challenges.”

    - Head of Partnerships & Customer Loyalty at Avis Budget, Past Delegate

  • “Extremely constructive course with a very good dynamic and passionate trainer.”

    - Managing Director at BNP Paribas, Past Delegate

  • “Impressive and cooperative trainer who wanted to make sure the delegates understood.”

    - Budgeting, Planning & Reporting Manager, Past Delegate

IN-HOUSE

We can come to you too! If you have a team of six or more, why not hold a private course? Our experts come to you and the course is tailored to your requirements.

Call +44 (0)20 7092 1045 (United Kingdom)
or +65 6322 2333 (Asia Pacific)
for more details

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