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

Omnichannel Customer Experience



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

Learn bulb

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

Learn bulb

get practical

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

Learn bulb

learn from the best

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


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


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