Strategic Marketing for the Digital Age
Customer experience strategy (CX strategy) is a popular concept today that generates critical business value in the modern era of entrepreneurship. Learning how to harness experiences to mould your business identity and have a better understanding of your customers can create powerful, effective digital strategies for e-commerce and other industries.
About the Course
This course is a 5-day CX bootcamp designed for professionals and students who want to learn about comprehensive customer experience research, CX management, and improve customer experience strategy ideation. Each day will cover an in-depth range of topics that lets learners fully grasp CX theories, course basics, research methodologies, and best practice tools and techniques for their industry.
- Learn the concepts, principles, and latest best practices of CX
- Study, evaluate, and learn CX research methods to know which is best for given business scenarios
- Understand customer/user needs, preferences, and conducting CX research
- Learn about select standard CX analysis tools and how to use one
Topics Covered
DAY 1
- CX fundamentals: Concept, Frameworks, Marketer Skills
- CX in the Digital Age of Marketing
DAY 2
- CX research and its fundamentals
- CX methodologies and principles: online surveys, customer interviews, contextual inquiries, digital marketing, competitor analysis
- Conceptualising marketing ideas
DAY 3
- Evaluating CX data and testing: Overview of fundamentals and techniques
- Learning CX skills for evaluation: Usability testing, heuristics evaluation, cognitive walkthrough, body and behaviour observation
- Conducting a CX Audit
DAY 4
- Introduction to elements and concepts of global e-commerce customer experience (with examples/cases)
- Using e-commerce analytics tools and understanding digital customer experience strategy
- Connecting CX to e-commerce and digital marketing techniques and methods
DAY 5
- Assessment and proposal presentation
CX enthusiasts, traditional and digital marketing consultants and business developers, marketing researchers, and students
- Course materials (digital copies to be released for online sessions)
- Light refreshments and snacks for break periods (not available for online sessions)
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