Formation/Cours

At the end of the course, the student should be able to:
Understand the actual customer expectations and how omni-channel can influcence their purchasing
– Make effectual organizational decisions (L05.D) that will ensure a consistent brand strategy
– Set the good combination of channels and implement gateways to improve the customer journey
– Successfully collaborate within an intercultural team (L01.B) to set one common direction that serves the customer
– Propose creative solutions within an organization (L03.B). Solutions that focus on Customer Experience (rather than technology)
– Communicate effectively in English (L01.C) to expose the chosen strategy

1. The growing importance of synchronizing with consumers: understanding brands as a whole
2. Crossing the chasm to offer more: the benefits of a multi-channel approach
3. From selling moments to connection moments: Omni-channel scenarios around the customer journey
4. Breaking the silos: unifying diverging strategies towards a common goal