Make your company a Customer Experience Champion

DISCLAIMER: THE TRAINING TAKES PLACE IN GERMAN

BECOME A DIGITAL EXPERIENCE CUSTOMER EXPERIENCE MANAGER

Digital customer experience managers are able to handle the big challenges in marketing and convert them into competitive advantages and revenue increases

DIGITAL CUSTOMER EXPERIENCE IS A GAME CHANGER

It increases the probability of a repeat purchase by up to 80%

Excellent customer experiences increase CLV by up to 160%

84% of consumers think the experience is just as important as the product or service itself

Digital customer experience increases brand awareness by up to 60%

JOIN OUR INTERACTIVE TRAINING

Raise your know-how and skills to the next level - in seven hands-on modules which focus on the design and management of digital customer experience.

Learn more about the training below

DISCLAIMER: THE TRAINING TAKES PLACE IN GERMAN

COURSE HIGHLIGHTS

  • Learn how digital customer experiences can benefit you and your business
  • Benefit from the exchange of experiences with participants from other industries and companies
  • Learn from customer experience pioneers from industry and academia who share best practices from projects in their own careers
  • Elevate your skills by working on a final project together with other participants and with the help of experienced coaches
  • Get certified by the Digital Academy of Mannheim Business School

WHO SHOULD ATTEND?

This certificate program is designed for corporate marketing managers, product managers, brand managers, online marketers, and existing customer experience managers who want to expand their knowledge and skills.

ON COMPLETION OF THIS COURSE, YOU ARE ABLE TO...

...activate untapped market potential and differentiate yourself noticeably from your competition
...develop compelling touchpoints for customers along the entire customer journey
...measure and manage digital customer experience with state-of-the-art methods and tools
...continuously improve your customer experiences through data-driven identification of optimization potentials
...successfully establish a digital customer experience mindset in your corporate culture

ALREADY CONVINCED?

Join our program now and become the customer experience manager your company needs or learn more below about our speakers and the seven interactive modules

DISCLAIMER: THE TRAINING TAKES PLACE IN GERMAN

LEARN FROM HIGH-CALIBER SPEAKERS

Torsten Dirks

CEO Deutsche Glasfaser

Prof. Dr. Martin Mocker

ESB Business School & MIT Sloan

Jürgen Rösger

Managing Director Interactive Marketing Group

Prof. Dr. Florian Stahl

University of Mannheim

Gudrun Scharler

Global Director Customer Experience, Canyon Bicycles

Michael Falkensteiner

Director Brand and Marketing Communications Telefónica Deutschland

Dr. Oliver Schmitt

Senior Vice President Loyalty & Ancillary Services Lufthansa Group

Jörg Grünwald

ex Vice President NIVEA Global Brand Management and Marketing Germany Beiersdorf

ABOUT THE CURRICULUM

The program consists of seven interactive modules that offer an optimal mix of practical content and direct application. Modules 1 and 7 take place in Mannheim in a face-to-face setting, while modules 2-6 are virtual. Each module integrates guest speakers from the industry who share valuable experience in the actual implementation of digital customer experience.

At the end of each module, participants will take a short test on the content of the respective module. To further internalize the content and methods, participants will work on a group project in parallel to the modules, the results of which will be presented to an expert jury in Module 7. 

MODULE 1

Created with Sketch.

The Power of Digital Customer Experience
20.04., 14:00-18:00 CEST, Mannheim

  • Definition of Digital Customer Experience
  • Where does Customer Experience come from and how has it evolved?
  • What drives the need for customer experience among consumers? 
  • Economic opportunities through excellent customer experiences
  • Challenges for companies in the implementation of excellent customer experiences

MODULE 2

Created with Sketch.

Consumer behavior in the digital customer journey
27.04., 08:00-11:00 CEST, virtual

  • Basics of cognitive decision making 
  • Perception of Experience
  • How do consumers search for products and solutions today?
  • The mid-funnel as a new epicenter for consumer decisions
  • The new Google model of the customer journey

MODULE 3

Created with Sketch.

Successfully scaling digital customer experience
04.05., 08:00-11:00 CEST, virtual

  • Organizational requirements for an excellent customer experience 
  • IT backbone required for digital customer experiences
  • Experience pilots as first step towards excellent experiences

MODULE 4

Created with Sketch.

Customer Journey Mapping
11.05., 08:00-11:00 CEST, virtual

  • Highlights and pain points at different touchpoints of the customer journey
  • Customer Journey Mapping

MODULE 5

Created with Sketch.

Measure and manage digital customer experience
25.05., 08:00-11:00 CEST, virtual

  • KPIs for measuring digital customer experiences 
  • End-to-end analytics
  • Customer Experience Enablement Framework

MODULE 6

Created with Sketch.

Relevance meets context
01.06., 08:00-11:00 CEST, virtual

  • Data-based understanding of user needs
  • Identification of relevant topics
  • Technical capabilities, requirements and best practices for different touchpoints of the customer journey

MODULE 7

Created with Sketch.

Customer experience as part of the corporate culture
15.06., 13:00-17:00 CEST, Mannheim

  • Service mentality as a basic principle
  • Excellent customer experiences as part of the corporate culture
  • Culture change in companies

JOIN NOW!

Become a digital customer experience manager and make your company a customer experience Champion

DISCLAIMER: THE TRAINING TAKES PLACE IN GERMAN