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Omnichannel Journeys and Customer Experience

via Nielsen Norman Group

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Customers interact with businesses through many channels and on many devices. Users see each of these interactions as part of one larger experience, making it essential for organizations to create a cohesive ecosystem. This course will help you do the research to find common pain points in these journeys and understand the components of an optimized customer experience.

Syllabus

What you will learn

Define and build your omnichannel user experience

Visualize how users engage with organizations through digital and physical touchpoints
Understand how users choose which devices and channels to use and how they transition between them
Understand the customer journey through their interactions over time
Diagnose pain points in customer journeys
Communicate the ROI of journey-level improvements
Apply guidelines for the 5 components that create excellent omnichannel experiences

Gain stakeholder support for improving your omnichannel experience

Articulate why companies should focus on exceptional omnichannel experiences
Determine your organization’s omnichannel maturity and prepare to discuss the results with your team
Identify places to start driving organizational change to adopt omnichannel strategies (even if others aren’t bought in yet)
Explore technical capabilities that support cohesive experiences