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Service Focused Programme

Open For Enrolment Course


Advance your career.
Understand today. Influence tomorrow.
The Most In-Demand Subjects from the World's Leading Experts

User Experience (UX) I Omnichannel

Date: September 2022


Creating and managing excellent user experience (UX). By the end of this course, there will be clarity on the most important steps of defining a coherent customer experience in all the customer touch points (physical and digital world), and will be able, through methodologies and real-life case studies to link the strategical orientation of the concept with its operational challenges. 

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Who is the course for?
This programme is intended for middle to top managers but also leaders who aim to increase their external AND internal client’s satisfaction

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Benefits & Tools

  • The virtual space has taken over up to 80% of businesses existence and not only, as technology becomes more and more blended in our everyday lives. The initial “usability engineering”, with applications mostly in industries to increase production efficiency and output, ended up having a much richer scope of user experience. This includes users’ motivation, feelings, and values in their interactions with the service or product offered, that are as important as efficiency and effectiveness are. 
  • UX means everything that has to do with a users’ interaction and experience with a service or a product. The perception of a (potential) customer of ease of use, efficiency or utility represents some of the elements included in the UX. An improved UX will become extremely important to most organisations when developing new products or services because a negative user experience directly impacts the use of the service or product and, therefore, the profitability. 
  • This course will focus on the user experience as part of the larger, customer experience, helping you create, implement and monitor customer experiences in the (post)-pandemic era. It will also give you insight on how to use technology and data to design consistent online experiences that will increase customers’ retention.  

Acquired Knowledge & Skills

  • Designing UX in a world that has changed dramatically since the Pandemics 
  • The human challenge: how to build a customer-centric organisation able to deliver outstanding experiences 
  • The technology challenge: how to design consistent online experiences for your customers 
  • Challenges in building an omnichannel approach and deliver online brand experiences 
  • The data Challenge: how to consolidate the customer data to provide a single view of the customer 
  • Review of Customer experience - Key performance indicators (KPI) that can help you leading your implementation strategy 
  • Data sources and measurement 
  • Define the right and suitable customer experience performance dashboard (offline and online) 

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Course instructor


Image for the article named Dr. Samad Laaroussi

Dr. Samad Laaroussi

Digital Marketing Director

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  Roxana Manolescu  
  Programme advisor  

Contact us

  phone  +40 752 220 202

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