Customers have been taught to expect good customer experience regardless of sector. Central to their needs are seamlessness and connectivity. Brands recognise that customers expect to be ‘channel agnostic’ and that speed is of the essence. The message is that customers will forgive a work in progress but expect companies to show they are at least engaging with the process.

This set of courses will explore what customer experience means in a multichannel world and cover the principles of customer journeys and using customer journey mapping.

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