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Digital Customer Experience & Intelligent Service Design

Customer expectations continue to evolve rapidly in digital environments, requiring organisations to deliver seamless, personalised, and intelligent experiences across all customer touchpoints. The Digital Customer Experience & Intelligent Service Design [...]

  • Course ID: DIGI 033
  • Delivered by London Elite Training

– Course Overview

Customer expectations continue to evolve rapidly in digital environments, requiring organisations to deliver seamless, personalised, and intelligent experiences across all customer touchpoints.

The Digital Customer Experience & Intelligent Service Design programme equips participants with practical frameworks for customer journey optimisation, service innovation, AI-driven engagement, digital experience design, and customer-centric transformation.

– Learning Outcomes

By the end of this programme, participants will be able to:

  • Understand digital customer experience and intelligent service design principles
  • Improve customer engagement and personalisation strategies
  • Apply customer journey mapping and service optimisation frameworks effectively
  • Strengthen customer retention and loyalty through digital innovation
  • Improve customer insights and analytics capabilities
  • Understand AI-driven customer engagement technologies and automation
  • Evaluate governance, privacy, and ethical considerations in customer data management
  • Develop customer experience transformation strategies and action plans

– Who Should Attend?

  • Customer Experience Professionals
  • Service Managers
  • Marketing & Communication Teams
  • Customer Success Leaders
  • Operations Managers
  • Transformation Professionals
  • Course Outline
DAY 01
Foundations of Digital Customer Experience
  • Understanding customer expectations in digital environments
  • Digital transformation and customer-centric business models
  • AI technologies in customer engagement and service delivery
  • Customer journey frameworks and experience management principles
  • Activity: Customer experience maturity assessment workshop
DAY 02
Customer Journey Mapping & Service Design
  • Mapping digital customer journeys and interaction points
  • Identifying customer pain points and service improvement opportunities
  • Service design thinking and customer-centric innovation frameworks
  • Omnichannel engagement and experience consistency strategies
  • Exercise: Customer journey design workshop
DAY 03
AI-Driven Engagement & Customer Analytics
  • Customer analytics and behavioural intelligence systems
  • AI-driven personalisation and recommendation technologies
  • Intelligent customer support and chatbot integration frameworks
  • Measuring customer satisfaction and experience KPIs
  • Activity: Customer engagement simulation exercise
DAY 04
Governance, Privacy & Service Innovation
  • Data privacy and ethical customer engagement principles
  • Governance frameworks for digital customer experience management
  • Managing service risks and operational continuity challenges
  • Building collaborative and customer-focused workplace cultures
  • Exercise: Customer service innovation workshop
DAY 05
Strategic Customer Experience Transformation
  • Developing customer experience transformation roadmaps
  • Continuous improvement and service innovation frameworks
  • Future trends in intelligent customer engagement and digital services
  • Final presentation and trainer feedback
  • Programme review and evaluation

Duration

  • 5 Days

In Person (Special Discount for this period only!)

  • £ 4,500
  • 3,950

Online (Special Discount for this period only!)

  • £ 2,300
  • 1,750
  • Global Locations
  • London
  • Dubai
  • Barcelona
  • Paris
  • USA
  • Online
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Corporate groups of 2+ are eligible for a 15% discount. Enquire here

Need personal advice?

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