11 Customer Journey courses delivered Live Online

This one-day course introduces the field of user experience and provides an excellent entry point to our other specialised training courses. UX processes and practices have become a central component of product design, service design and web design.

Duration 3 Days 18 CPD hours This course is intended for This course is aimed at people in senior roles including CIOs, chief digital officers and other aspiring CxOs, as well as consultants and others involved in digital transformations, service delivery and strategic delivery. Overview By the end of this course, you will understand: The internal and external factors to consider while crafting digital strategy How IT strategy differs from digital strategy and how they can be integrated Creating a digital strategy that achieves the most value from digital Implementing and sustaining digital strategy Developing and nurturing digital capabilities for continual business innovation and value co-creation This course takes you on a digital strategy journey. Its iterative, eight-step model moves from ?vision? through to ?actions? and is about creating sustainable, digital momentum. You experience the four key capabilities to develop a holistic, digital capability framework: digital leadership, managing innovation and emerging technologies, risk management and structuring a digital enterprise. This class includes an exam voucher. Prerequisites Delegates attending this course must have successfully achieved the ITIL 4 Foundation Qualification; your certificate must be presented as documentary evidence to gain admission to this course. Although there is no mandatory requirement, ideally candidates should have at least two years professional experience working in IT Service Management. 1 - ITIL GUIDING PRINCIPLES TO ALL ASPECTS OF DIGITAL AND IT STRATEGY * Focus on Value * Start Where You Are * Progress Iteratively with Feedback * Collaborate and Promote Visibility * Think and Work Holistically * Keep It Simple and Practical * Optimise and Automate 2 - LEVERAGE DIGITAL STRATEGY TO REACT TO DIGITAL DISRUPTION * Digital Technology * Digital Business * Digital Organisation * Digitisation * Digital Transformation * Business Strategy and Business Models * Digital and IT Strategy * Products * Services * Relationship Between Digital, IT Strategy and Components of ITIL SVS. 3 - RELATIONSHIP BETWEEN CONCEPTS OF DIGITAL AND IT STRATEGY, SERVICE VALUE SYSTEM AND SERVICE VALUE CHAIN * Environmental Analysis * External Analysis: PESTLE * Internal Analysis: Four Dimensions of Service Management 4 - HOW AN ORGANISATION USES DIGITAL AND IT STRATEGY TO REMAIN VIABLE IN ENVIRONMENTS * How an Organisation?s Viability is Related to Agile, Resilient, Lean, Continuous and Co-Creational it is * How to Analyse the VUCA Factors and Address them in a Digital and IT Strategy * Organisation?s Position in a Particular Market or Industry * Digital Positioning Tool to Determine Appropriate Position for a Digital Organization 5 - EXPLAIN AND COMPARE THREE LEVELS OF DIGITAL DISRUPTION * Ecosystem * Industry/Market * Organisational * Influenced factors * Achieving Customer/Market Relevance * Achieving Operational Excellence * Internal and External Focus * Balanced Approach 6 - STRATEGIC APPROACHES BY DIGITAL AND IT TO ACHIEVE CUSTOMER/MARKET RELEVANCE AND OPERATIONAL EXCELLENCE * How to Apply Approaches to Achieve Customer/Market Relevance * Customer Journeys * Omnichannel Delivery and Support * Context-Sensitive Delivery and Support * Customer Analytics * Customer Feedback and 360ø Approaches * How to Achieve Operational Excellence in the Four Dimensions of Service Management * Understand the Financial Aspects of Digital and IT Strategy in Terms of the Following * Financial Policies * Portfolio Optimization * Funding Projects, Products and Services * Balancing Cost of Innovation and Operation * Charging Models * Assess Strategic Approaches for Digital Organizations 7 - RISKS AND OPPORTUNITIES OF DIGITAL AND IT STRATEGY * Concept of Risk Management in the Context of a Digital Organisation * Context of Digital and IT Strategy * Identify Risk * Assess Risk * Concept of Risk Posture and Show How to Determine an Acceptable Balance Between Opportunity and Risk * Explain the Concept of Innovation, Including its Key Elements and Techniques * Apply Techniques to Develop and Maintain a Culture of Innovation 8 - STEPS AND TECHNIQUES INVOLVED IN DEFINING AND ADVOCATING FOR DIGITAL AND IT STRATEGY * How to Use Digital Readiness Assessment to Perform Gap Analysis Between an Organisation?s Current and Desired Positions Approaches for Scraping Data from Dynamic Websites * How to Define and Communicate a Vision and a Strategy * How to Use Business Cases to Advocate for a Digital and IT Strategy 9 - IMPLEMENTATION OF A DIGITAL AND IT STRATEGY * How to Define Operating Models for Digital Organisations * Major Skills Required of Leaders in Digital Organisation * Apply Approaches to Strategy Coordination and Implementation: * Large-Scale Transformation * Incremental Transformation * Mergers and Acquisitions * Individual Changes * Approaches to POMs (Parallel Operating Models) * How to Assess Success of a Digital and IT Strategy * Typical Activities of a Digital Transformation Programme

Duration 3 Days 18 CPD hours This course is intended for The target audience include, but is not limited to:   Relationship managers Customer experience (CX) managers Account managers Service delivery managers Service desk managers Service Level Managers Enterprise Architects Service and Solution Architects Business Analysts Product Owners Marketing Managers Project Managers Portfolio Managers Supplier relationship Managers Vendor Managers Contract Managers Customer experience/User experience Designers Consultants Overview The purpose of this course is to give the delegate the understanding to optimize the value of the journey for all stakeholders, for example, to convert opportunity and demand into value and to drive stakeholder value. Engagement is important in the optimization of service value because, as ITIL Foundation explained, service value is co-created through the involvement of users, customers, sponsors, service providers, or any other stakeholder. This course introduces ways and methods to drive stakeholder value and encourage stakeholders contribute to the creation of service value by exploring the following:   Value propositions Fostering relationships Keeping engagement channels open Shaping demand Designing service offerings Aligning and agreeing expectations Co-creating service experiences Realizing value This course covers key topics such as SLA design, multi-supplier management, communication, relationship management, CX and UX design, customer journey mapping, and more. It will provide candidates with the tools to increase stakeholder satisfaction which is integral to business success in the current competitive landscape. The associated certification exam voucher is included with this course. As an ITIL© Accredited Training Organization of PeopleCert, all students attending this training will be provided with the exam voucher as a part of delivery. HOW CUSTOMER JOURNEYS ARE DESIGNED * Understand the concept of the customer journey * Understand the ways of designing and improving customer journeys * HOW TO TARGET MARKETS AND STAKEHOLDERS * Understand the characteristics of markets * Understand marketing activities and techniques * Know how to describe customer needs and internal and external factors that affect these * Know how to identify service providers and explain their value propositions * HOW TO FOSTER STAKEHOLDER RELATIONSHIPS * Understand the concepts mutual readiness and maturity * Understand the different supplier and partner relationship types, and how these are managed * Know how to develop customer relationships * Know how to analyze customer needs * Know how to use communication and collaboration activities and techniques * Know how the ?Relationship management? practice can be applied to enable and contribute to fostering relationships * Know how the ?Supplier management? practice can be applied to enable and contribute to supplier and partner relationships management * HOW TO SHAPE DEMAND AND DEFINE SERVICE OFFERINGS * Understand methods for designing digital service experiences based on value driven, data driven and user centered service design * Understand approaches for selling and obtaining service offerings * Know how to capture, influence and manage demand and opportunities * Know how to collect, specify and prioritize requirements from a diverse range of stakeholders * Know how the ?Business analysis? practice can be applied to enable and contribute to requirement management and service design * HOW TO ALIGN EXPECTATIONS AND AGREE DETAILS OF SERVICES * Know how to plan for value co-creation * Know how to negotiate and agree service utility, warranty and experience * Know how the ?Service level management? practice can be applied to enable and contribute to service expectation management HOW TO ONBOARD AND OFFBOARD CUSTOMERS AND USERS * Understand key transition, onboarding and offboarding activities * Understand the ways of relating with users and fostering user relationships * Understand how users are authorized and entitled to services * Understand different approaches to mutual elevation of customer, user and service provider capabilities * Know how to prepare onboarding and offboarding plans * Know how to develop user engagement and delivery channels * Know how the ?Service Catalogue management? practice can be applied to enable and contribute to offering user services * Know how the ?Service Desk? practice can be applied to enable and contribute to user engagement HOW TO ACT TOGETHER TO ENSURE CONTINUAL VALUE CO-CREATION * Understand how users can request services * Understand methods for triaging of user requests * Understand the concept of user communities * Understand methods for encouraging and managing customer and user feedback * Know how to foster a service mindset (attitude, behavior and culture) * Know how to use different approaches to provision of user services * Know how to seize and deal with customer and user ?moments of truth? * Know how the ?Service request management? practice can be applied to enable and contribute to service usage HOW TO REALIZE AND VALIDATE SERVICE VALUE * Understand methods for measuring service usage and customer and user experience and satisfaction * Understand charging mechanisms * Know how to assess service value realization * Know how to prepare to evaluate and improve the customer journey * Know how the ?Portfolio management? practice can be applied to enable and contribute to service value realization * ITIL© is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. The Swirl logo? is a trade mark AXELOS Limited used, under permission of AXELOS Limited. All rights reserved. IT Infrastructure Library© is a registered trade mark of the AXELOS Limited used, under permission of AXELOS Limited. All rights reserved. ADDITIONAL COURSE DETAILS: Notes New Horizons is an Authorised Training Organisation (ATO) for Peoplecert for ITIL4 Nexus Humans ITIL 4 Specialist Drive Stakeholder Value (DSV) with Exam training program is a workshop that presents an invigorating mix of sessions, lessons, and masterclasses meticulously crafted to propel your learning expedition forward. This immersive bootcamp-style experience boasts interactive lectures, hands-on labs, and collaborative hackathons, all strategically designed to fortify fundamental concepts. Guided by seasoned coaches, each session offers priceless insights and practical skills crucial for honing your expertise. Whether you're stepping into the realm of professional skills or a seasoned professional, this comprehensive course ensures you're equipped with the knowledge and prowess necessary for success. While we feel this is the best course for the ITIL 4 Specialist Drive Stakeholder Value (DSV) with Exam course and one of our Top 10 we encourage you to read the course outline to make sure it is the right content for you. Additionally, private sessions, closed classes or dedicated events are available both live online and at our training centres in Dublin and London, as well as at your offices anywhere in the UK, Ireland or across EMEA.

This one-day course introduces the field of user experience and provides an excellent entry point to our other specialised training courses. UX processes and practices have become a central component of product design, service design and web design.

If you want your employees to improve their customer service skills and deliver an amazing experience to your customers, feel free to check out my Training course focusing on managing expectations successfully.

Customers are astute and well-practised in researching and seeking information, solutions and added value in the minimum number of clicks online. There's only so much time they're willing to spend carrying on clicking. This mentality isn't just restricted to the world of B2C. In our increasingly hectic world, where information is expected to be available instantly, it applies just as much to B2B. In this workshop, we look at how putting yourself in the shoes of your customer and mapping their decision-making and buying journey is critical to ensuring that you provide what they perceive as fast solutions and added value. You will learn all about the three pillars for creating competitive brand experiences: Customer engagement planning puts you firmly in the shoes of your customer, helping you to build meaningful marketing communications delivered through the right resources at the right time to inspire your customers to engage with you. This programme will help participants to: * Understand the evolution of the customer buying journey * Map a customer buying journey for your brand or solutions * Understand the customer micro-moments and signals indicating interest and buying intent, both online and offline * Apply the psychology of branding to build marketing communications with impact * Develop sales and marketing content that differentiates your brand(s) from the competition by demonstrating unique value and how you can meet your customer's needs 1 THE EVOLUTION OF THE CUSTOMER JOURNEY * Understand how the use of mobile has had an impact on the customer buying journey where today's customers can research and compare products and solutions whenever and wherever they like, making the purchase journey even less linear * Explore how marketers are adapting to this new customer behaviour and drawing upon various strategies to win the hearts and minds of their audiences 2 THE SEE-THINK-DO-CARE FRAMEWORK * Explore the many different frameworks used to track the customer journey * Understand and apply the modern marketing model, where the internet has enabled the customer to hop between multiple touchpoints before making a purchase decision 3 CUSTOMER MICRO-MOMENTS AND SIGNALS IN THEIR BUYING JOURNEY * Understand the online and offline moments when customers seek information to research and make buying decisions * Apply this understanding to build a marketing communication plan to reach customers at all stages of their buying journey 4 THE ROLE OF BRANDING IN THE CUSTOMER JOURNEY * Explore the psychology of branding * Learn how to ensure your branding is relevant to your target customer needs * Bring together your brand value and story to achieve brand loyalty 5 THE WHY-HOW-WHAT FRAMEWORK * Apply a systematic approach to build a successful and compelling brand * Understand how starting with 'why' will help build your brand purpose * Apply the content marketing matrix to communicate your brand's value * Apply the hero-help-hub model to build engaging content marketing ACTIONABLE OUTCOMES We will use your brand examples to provide opportunities for practice: * You will learn and reflect on best practice examples of customer engagement * You will discover your brand value, purpose and the 'sweet spot' to drive engagement with your customers * You will create a customer engagement plan that can be implemented immediately within your business * You will receive immediate feedback on your customer engagement plan * You will have the opportunity to share common issues and solutions with your colleagues in the group

Email Marketing remains a cornerstone of digital communication, which when used effectively can elevate your brand, foster customer loyalty, and drive remarkable results.

The 2 day live training course in Requirements Engineering develops your skills in the understanding and application of elicitation, analysis and management of business analysis requirements.

If you want your employees to improve their customer service skills and deliver an amazing experience to your customers, feel free to check out my Training course focusing on delivering the best customer care.

Duration 5 Days 30 CPD hours This course is intended for This class is designed for email digital marketers who manage the email channel for their organization. Whether you are new to Marketing Cloud or looking for tips on how to improve your existing customer journeys, this class is a great place to start. No prior knowledge of Marketing Cloud is needed. Overview When you complete this course, you will be able to: Explain compliance concepts to ensure optimal deliverability. Use tools within Marketing Cloud to uphold deliverability standards. Utilize Email Design best practices to ensure the best customer experience. Develop effective, relevant messages using Content Builder. Design and test different delivery methods and options when sending an email message. Design and execute customer journeys using automation tools within Marketing Cloud. Differentiate the use cases for different automation activities in Automation Studio and Journey Builder. Define fundamental data management and structure terminology. Use data segmentation tools to create targeted emails. Apply a simple data model concept to a real-world scenario. Define subscriber statuses, unsubscribe methods, and preferences. Analyze marketing campaigns using common KPIs. Solve a common marketing problem using troubleshooting guidance. Prioritize testing methods and tools to ensure quality control. Explain fundamental account and sending administration. Know where to go for more information, guidance, and support. Describe capabilities across the platform. Start your journey to becoming a Marketing Cloud Specialist. In this 5-day, expert-led class, you will learn how to build customer journeys within Marketing Cloud. Our team of Marketing Cloud pros will walk you through best practices related to executing, monitoring, and analyzing your journeys, arming you with the tools and know-how to design personalized journeys and engage with your customers in a whole new way. COURSE OUTLINE * Introduction to Salesforce Marketing Cloud * Administration * Subscriber and Data Management * Email Message Design and Creation * Message Testing, Delivery, and Email Marketing Best Practices * Marketing Automation * Analytics and Troubleshooting * Summary