Description
Instructor(s)/Supervisor(s)/Coordinator(s): Frederick MUTTOIn today's competitive business landscape, delivering exceptional customer experience (CX) is paramount for retaining customers and maintaining profitability. This comprehensive course offers an understanding and deployment of the customer-centric strategy and customer journey mapping (CJM). The course equips students with the skills to enhance customer experience and design the end-to-end CJM's future state that differentiates them from the competition. From pre- to post-purchase interactions, this course explores the moments of truth and teaches students to create seamless, personalized, and memorable customer experiences at every step of the CJM. The course equips students with strategies and methodologies to improve customer satisfaction, loyalty, and advocacy. The course will also explore leveraging technologies like Data Science and Machine Learning through Artificial Intelligence (AI) to effectively and efficiently retain loyalty and gain new customers. Through theoretical frameworks, case studies, and workshops, students will develop the skills to analyze customer needs and pain points, design effective CJM, and implement customer-centric strategies and transformations in business-to-consumer (B2C) and business-to-business (B2B) settings.