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