Omnichannel旅程和客户体验

通过以下指南创建可用和凝聚力的交叉频道体验,以解决多通道景观中的常见用户疼痛点

Customers interact with businesses not only through many channels, but also on many devices. Rather than seeing each of these interactions as a separate experience, users view all interactions with an organization as part of one larger user experience. Thus, a company may think, “multi-channel service,” but a customer thinks, “one company, one user experience.”

出于这个原因,组织必须创建一个凝聚力的商业渠道和触点,每个触点都不仅提供了自己的独特优势,而且还赞美并无缝地连接到整个体验。

本课程将侧重于诊断客户旅程中的常见痛点。我们还将讨论在许多渠道中创建可用经验的准则,以创建一个与每个设备的上下文进行的一致,无缝的个性化体验。

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