• Online, Self-Paced
Course Description

Offering an omnichannel customer experience (CX) is a must in today's digital world, but implementing it comes at a cost.
In this course, you will learn about how omnichannel affects the CX, and in turn, how the CX drives omnichannel innovation. You will also learn about using data analysis and customer journey mapping to uncover customer expectations, and how these can be used to estimate Customer Lifetime Value (CLV) and to help tailor an agile approach to successful omnichannel design and investment. Finally, you'll learn about the challenges to an omnichannel approach, such as data privacy and protection, and how to mitigate them.

Learning Objectives

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Framework Connections

The materials within this course focus on the NICE Framework Task, Knowledge, and Skill statements identified within the indicated NICE Framework component(s):

Specialty Areas

  • Customer Service and Technical Support