Customer Experience: Using Technology to Enhance Engagement and Satisfaction

Strategies for leveraging digital tools like CRM systems, chatbots, and omnichannel communication to improve customer interactions.

This course focuses on equipping workplace professionals with the knowledge and strategies to enhance customer engagement and satisfaction in the digital age.

Participants will explore the effective use of cutting-edge digital tools, including CRM systems, chatbots, and omnichannel communication platforms, to create seamless and personalized customer experiences.

The course emphasizes understanding customer needs, analyzing engagement data, and deploying technology-driven solutions to foster loyalty and improve service outcomes. Real-world case studies and interactive sessions will provide participants with practical insights and actionable skills for leveraging technology to build stronger customer relationships.

Learning Objectives:

1. Understand the role of digital tools in transforming customer experience and engagement.

2. Learn to implement CRM systems effectively to manage and analyze customer interactions.

3. Explore the use of chatbots and AI-driven technologies to provide responsive and personalized service.

4. Develop strategies for creating consistent and seamless experiences across omnichannel platforms.

5. Analyze customer engagement data to identify trends and tailor service offerings.

6. Apply technology-driven solutions to enhance customer loyalty and satisfaction.

7. Assess real-world examples of digital customer experience innovations for practical implementation.

8. Build actionable plans to align digital customer experience strategies with organizational goals.