Digital Transformation and Customer Experience Manager

You will be asked to manage a company’s digital customer experience plan. This implies drawing a plan from A to Z by starting with the business objectives, then designing customer journey phases. After this, you will be asked to think about data you can extract from the customer (based on phases of their journey), propose tactical actions to digitalize customer’s experience (e.g. digital touchpoints such as  physical touch screens, as well as physical experience touchpoints) and set KPIs to measure the success of your plan. You will learn a number of tools that allow you to assess customer analytics (such as Hotjar and Woopra) and provide online support to customers (like Hipchat).