Customer Experience Bootcamp
Programme Outline
Day 1
- CX Skills for Marketers
- Understanding why marketers need to master CX knowledge
- Understanding the framework of CX research for marketers
Day 2
- Concept of Customer Experience Research
- Importance of conducting CX research: Online survey
- Typical methods in conducting CX research: Customer interview
- Typical methods in conducting CX research: Contextual inquiry
- Typical methods in conducting CX research: Marketing workshop
- Typical methods in conducting CX research: Competitor analysis
- Conceptualising ideas for marketing
Day 3
- Understanding concept of CX Evaluation & Usability Testing
- Understanding the importance of CX Evaluation & Usability Testing for marketers
- Master a Skill of conducting CX evaluation: Usability Test
- Master a Skill of conducting CX evaluation: Heuristics evaluation
- Master a Skill of conducting CX evaluation: Cognitive walkthrough
- Overview on conducting an CX evaluation: Eye tracking, Interaction Heat map, Biometrics and Brainwaves, CX audit
Day 4
- Understanding the concepts and elements of ecommerce CX
- Understanding bad ecommerce CX vs good ecommerce CX, cases, why
- Understanding ecommerce CX strategies
- Global Ecommerce environment
- Learn Ecommerce analytics tools
- Learn popular ecommerce digital marketing methods
Day 5
- Project Presentation
Tags
Tags