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Omni-channel & Customer experience

Short Overview
Customer experience (CX) management and omni-channel management are both topical and critical issues for achieving competitive advantage in today’s markets. Both issues are very closely linked, as CX occurs across different touchpoints, the goal being a seamless CX across all channels. In this context, the program provides knowledge, tools and methods for an effective omnichannel customer experience management.
Learning Goals
Upon completion of the training, participants will be able to:
  • understand the strategic value of CX management
  • know the metrics of CX and methods for customer journey mapping
  • know the principles and good practices for channels orchestration
  • the role of data in CX management
  • understand the process of changing towards a customer-centric business culture
Program Value
The combination of academic knowledge with practical tools. methods and a learning-by-doing teaching approach.
Weekly Schedule
The training takes place in twelve 3-hour meetings, outside working hours (18:30-21:30), twice a week, Wednesday & Friday, at the Training and Lifelong Learning Center (KEDIVIM) of the Athens University of Economics, Kefallinias 46, 11251, Athens.
Evaluation Method And Final Grade Computation
Grading is based on a written assignment.
Learning Method Description
Classroom lectures
Teaching Language
Application deadline: 01/10/2024
Program start: 30/10/2024
Program completion: -
Scientific area
Way to follow
ECTS units: 2
Hours of live training: 36
Includes training hours with classroom, laboratory, or remote (via live streaming) instruction along with any breaks.
Additional hours of employment: 24
Additional hours of work are included (indicative) and may include individual study, writing assignments, participation in field visits, participation in exams, etc.
Total hours: 60
The total hours include hours of synchronous and asynchronous training, as well as additional hours of employment.
Weeks of training: 7
Weeks in which activities of any kind are planned are included.
Vocational Education and Training Certificate
Trainees who successfully complete the program are granted a Vocational Education and Training Certificate of the Center for Education and Lifelong Learning of the Athens University of Economics and Business, which is accompanied by a Supplement to the Certificate, detailing the subject of the program, the thematic units attended by the trainee , as well as the training methodology followed.
Target Audience
Professionals involved in more or less direct link with channels or customer experience design and implementation.
Prerequisite Knowledge
  • 3 year professional experience
  • position related to channels or customer experience
  • good level of English language
A) 1st Installment - Advance payment of €200, B) 2nd Installment €325, C) 3rd Installment €325, *The amount of installments B' & C' differs when the trainee falls under a discount
Trainees are informed of the installment amounts and related deadlines via email upon their acceptance into the program.


46, Kefallinias Str., 11251, Athens

  • dummy kedivim-opa@aueb.gr

  • dummy+30 210 8203 912

For the in Class programs:

  • dummydz@aueb.gr

  • dummy+30 210 8203 916, 912, 914

For the eLearning Programs:

  • dummysecretary@elearning.aueb.gr

  • dummy+30 210 8203 753

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