• Online, Self-Paced
Course Description

Today's digital customer is a new breed, no longer easily defined by age or generation. They are digital natives, online savvy, and using multiple channels to conduct their day to day affairs.
In this course, you will learn the characteristics of digital customers and how the online world shapes their expectations. you'll learn how to utilize data and analytics using tools like conversion rate optimization and funnel analytics to build a better customer experience. You will also come to recognize the value of data privacy and the trust involved in holding customer information. Finally, you'll learn the value of maintaining the human connection online and actions an organization must take  to foster the innovation necessary for meeting customer service  customer experience expectations.

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