The new era of customer experience: Optimising engagement across digital, physical and social channels

Drawing on the latest work from the Cambridge Service Alliance, this online course brings together designing and managing customer experience in the digital era.

Course overview

  • New technologies and new business models have already changed the way organisations interact with their customers and soon developments such as AI, robots and virtual reality will be a completely normal part of the customer experience alongside face to face engagements. 
  • Managers will need to understand new ways to design customer experiences across the digital, physical and social ‘spaces’.
  • The course incorporates the practical use of frameworks and methods developed in Cambridge that have been tried and tested with over 100 companies worldwide.


By the end of this course you will be able to:

  • Describe the industrial trends and challenges which are shaping the next generation of services and customer experiences in the digital age
  • Discover innovation in customer experience at the intersection of the digital, physical and social realms.
  • Design customer journey emotions and touchpoints
  • Structure a delighted customer experience
  • Identify data sources and analytics to manage and monitor customer experiences
  • Generate insights from data analytics to manage customer loyalty


Who should attend?

This course is suitable for:

  • General managers and directors
  • Service and operations managers and directors
  • Business development and marketing managers and directors
  • Customer experience managers and directors

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