尼尔森参加本课程并通过考试赚取1 UX Certification credit，这也符合可选的互动设计专业。
Learn more about NN/g'sUX认证程序。
Omnichannel Journeys and Customer Experience
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
主题涵盖
主题涵盖
- What is omnichannel user experience?
- 为什么公司应该专注于卓越的全米通道体验
- Determining omnichannel maturity and how to evolve your own experience
- 用户如何与组织进行聘用
- Digital and physical touchponts
- 用户如何选择设备和频道
- 在渠道和交互之间转换
- Using multiple channels in parallel
- 了解客户旅程
- Identifying and defining touchpoints
- 了解随着时间的推移与客户的互动
- Diagnosing pain points in customer journeys
- 利用客户支持互动发现改进机会
- 推动组织变革以采用全文宣传策略
- Explore common pitfalls and ideas that work
- 克服共同的障碍
- 支持凝聚力体验的技术能力
- 创造出优异的交叉频道体验的5个组件的指导方针
- 跨通道的一致UX
- 优化每个频道的独特背景的体验
- 频道之间的无缝过渡
- 管理自动化和个性化体验的策划
- 渠道之间的合作
- 日常策略，用于创造全能的工作方式
- 交叉功能工作团队
- Initiating cross-channel reviews and evaluation
- Omnichannel Messaging策略的开发
- 与重要部门的互相：营销和客户支持
- Evaluating your omnichannel experience and researching the customer journey
- Running your own omnichannel research study
- Measuring changes and improvements
- 使用客户旅程地图作为诊断工具
Format
Format
The course is mainly in lecture format with a couple of group exercises to reinforce the learned principles and guidelines.
该课程还包括
- 从我们自己的可用性研究中的调查结果
- Videos from usability testing of people's behavior
- Screenshots of designs that work and don't work
- 提出问题并获得答案的机会
有关的Course
有关的Course
A related NN/g course,旅程映射以更好地了解客户需求，侧重于使用客户旅程映射可交付的跨越交互捕获和传播UX洞察的战术过程。这包括：
- Determining when to apply journey mapping as a design tool, and how to convince others of its merit
- Learning how to gather and compile research into truthful narratives, and find out which research methods are best for the journey mapping process
- 了解如何在最终视觉视觉上显示发现并使用该工件来传达对他人的见解
UX认证信用
UX认证信用
参与者评论
参与者评论
“该课程远远超过了我的期望。它通知了Omnichannel旅程，但更多关于优化Omnichannel组织的概念。我喜欢它！”
Jelena Krsmanovic, Delivery Hero
“Overall the whole day was very interesting and engaging. Kim did an amazing job at maintaining the class' interest at all times. The amount of exercise and theory was perfect. I recently participated in an omnichannel journey mapping project and I wish I could've taken this class beforehand."
Dafna Krawchinski，Puardis.Sapient
“我真的很喜欢安娜如何解释每个宗旨的细节。它都以非常现实的方式（如何获得购买），专注于小胜利。这使得它非常可操作 - 给出关于如何评估我们自己的组织和创造战略的良好意义。“
Min, Govtech, Singapore
More Participant Comments
“安娜的交付现实世界案例和她自己的经历是非常有价值和有洞察力的。观看日记研究中的用户思考与每个主题的大声致力于更容易。喜欢与支持客户痛苦的指标制作业务案件的作品 -可以看到努力“谈论”C级或管理的立即价值。“
Andy Lim，Promotis Sapient，新加坡
“这门课程非常好，良好的例子和令人愉快的团队练习。对初学者以及更有经验的UX设计师。”
Angela Arnold, Which, UK
“我会推荐这门课程。我们（至少在我的行业）上焦点UX，并没有考虑到CX。它是一个眼睛开放，了解客户互动的各个部分如何影响他们的思想过程。”
Noelle Richard，Doxy.me，Charleston，SC，美国
“A very good overview of methodologies that help UX designers to create omnichannel experiences."
Michal Blazej，Lighting Beetle S.O.O.
“Kim was a great instructor — clear and engaging, and obviously passionate about her subject matter. The day flew by!"
Meghan Bortolan.
“我喜欢这门课程，因为它与其他课程截然不同。我感谢能够考虑超越网站的UX。谢谢！”
Lisa Murray，锡安和锡安
“omnichannel ux很大程度上概述，在课程中涵盖了很多内容。”
Codi Okonkwo，QRC
“Solid overview of an emerging field. Difficult to divorce the conceptual execution of an omnichannel strategy from the technical delivery, but this course did good job of sparking thought and conversation."
“与一些优秀的演练的例子真的很好地洞察万际通道。”
弗雷泽克里克，雅诗兰黛
“对于那些关注客户体验的人和客户真正需要和想要的课程。内容，设计，策略，规划和产品所有者以及更多都可以从安娜的教学中获益。”
莫莉理查森，税务赛
“对于设计不止一个平台的任何人来说，”非常相关的培训。让您考虑更改组织是如何思考和组织的。“
哈利van mierloo，狐狸吧
“很棒的工作综合是一种广泛的，有时压倒性的话题。留下了战略和战术的下一步。”
Camille Habacker, Guardian Life
“Anna was a terrific speaker, and provided an indepth course about how to design for the omnichannel so that it enhances the customer experience. I enjoyed the journey mapping exercise towards the end of the day, that was fun to move around and collaborate with others. Thanks Anna."
布拉德利达比
“kim非常乐于助人，也非常有用，即使在课程材料之外的问题也是如此。”
Adam Gray, Unidays
“真正有洞察力的外带，即成为贵公司的OminiCannel经验的冠军。了解所有RDE必须在CX / UX和公司工作流程中更好地了解可能导致的疼痛点。”
Victor Lopez, Vita Healthcare
“我觉得我可以收回一些我学到的东西，并利用它来提倡我为我所努力的公司提供更全面的方法。”
斯宾塞汉普尔，GN响亮
“Kim在UX中的这一部分非常了解。她的谈话是我发现非常有用的omnichannel旅程的一系列潜水。迫不及待地分享我与团队学到的内容。”
Catherine Langham，旧金山
“优秀的课程，伟大的外卖资源和吸引内容。”
戴安娜斯图尔特，塔尔萨，好
“我喜欢用户反馈视频 - 它真的给你这么多信息：情感，事实等等”
Matthew Weiler, Benefis Healthcare
“A great presentation that clearly brings together everything you need to know to start the Omnichannels process in your business."
Andrew Wong, SBS
“我喜欢这堂课！这是我到目前为止的第三堂课，我感到非常授权。从来没有看到过这个深度的频道。从来没有注意到Omnichannel UX的”Do“和”不“。非常感谢启发我的人“
Rucha Makati，音节公司
“金是一个伟大的演讲者！这门课程帮助我有很多深入的观点，从用户的角度来看整个过程。”
Izabela，圣保罗，巴西
“金是一个惊人的演示者，并有一种教学阶级的好方法。很明显，她有一个广泛的ux背景，并知道如何迷住观众。”
Mike Riva，InTouch Solutions
“这门课程是一个必须参加任何试图帮助他们组织的人导航omnichannel旅程并购买进入心态的人。Omnichannel体验不再是一个很好的。这正成为规范所以企业需要跳跃在这个旅行车上。“
Jennifer Freedman, Medline
“Kim is very knowledgeable with the topic not just academically, but in terms of actual experience conducting usability/omnichannel studies. Thank you for the practical tips!"
Grace Steele，SSFCU
“这是一个非常好的课程，具有正确的理论与练习和练习。”
Justyna Krol，Sonova AG
“This is fantastic and dense. It's like running through a textbook with the author all day. Good. Academic. Not like bootcamps and other conferences. Not conducive to multitasking. Don't try to stay tuned into work or other activities. Way richer if you stay all-in focused. Great."
“我喜欢实际研究的关系。统计数据和案例研究非常有助于让我向利益攸关方购买Garner。”
Timo Loescher，DMI
“我喜欢建议之间的平衡来扩展变化以及可以帮助利益相关者可视化更改所需的战术工具。它更多关于绘制洞察力，还可以收集数据和资产来衡量影响和变化。”
Melissa Mendoza，Criteo，巴黎，法国
“一个惊人的课程，清楚地，令人经意的交付。期待我公司中的工具 - 只要我在跨公司UX设计和品牌中的角色所需的内容。谢谢金。”
Olga
“The course helped me to structure information about omnichannel strategy and understand some mistakes (lack of knowledge) I made in the past working on omnichannel."
Irina Veligan, Avon
“帮助我重新思考我目前正在向我的利益相关者解决问题的方式，现在我可以说服他们思考整个客户旅程，而不仅仅是其中的一部分。谢谢宝贝的详细洞察！”
Sandro Fritz, Freelance UX Consultant, Germany
“真的帮助我阐明了Omnichannel的价值。”
JOSELLE HO
“This course did a great job of forcing us to take a step back and see how our channels might be doing well separately but not as an overall experience for the user."
Lena Stefani, Vline
“与团队的客户和同事们在日常与客户申请的洞察力和实用。谢谢Kim！”
奥斯卡·马赫尔，卡佩麦尼
“金是一个很好的演讲者，流量易于追随，我喜欢她从个人经历/研究中带来了很多例子，这使得了解更容易和可靠的概念。”
Anca, Steelcase, Romania
“Anna's course and 5C-Omnichannel framework would help me a lot in consulting my clients in UX, be it improving existing solutions or building new ones with more seamless customer journeys that are easy and pleasant to experience. The course showcases various digital services as examples to learn from, including real user testing/diary studies videos."
Shalika Hanum, Fincite GMBH, Frankfurt, Hessen, Germany
“Todays course is amazing with lots of interaction and exercises. I loved the way you have done the presentation in a story telling way. Good job."
Neha, Outsystem, Puchong, Malaysia
“我喜欢理论和实践提示的混合。这些例子有助于加强我的学习。很棒的课程！”
Emily Ong，Uob Bank，新加坡
“Interactive and informative. Pace was perfect. Very motivating. I definitely see myself conduct this EXI on my project when I go back."
Ritiica Goel，Bangalore，卡纳塔卡，印度
“它很棒！演讲者的步伐是超级伟大的。我已经学到了一次又一次地重新安排一切。”
安德伦娜，新加坡
“Fabulous course taught by Anna, It really helped in opening up my mental roadmap on how to drive omni-channel experience from a UX perspective."
Asmita Kunwar，Sephora Sea，新加坡
“对OmniChannel旅程和框架进行了良好的洞察力。”
Michelle Lee, Singapore Pools Pte Ltd, Singapore
“Omnichannel experience is something we always overlook in the design process. things like how to look at the customer journey in a more holistic perspective. This course reminds me that we should take a step back and think about the full journey. Rather than just the digital platforms."
Jacob, GoBear, Singapore
“爱你的话。好的步伐清晰的声音。也喜欢用户日记的例子;视频。”
Fransisca Yerg, PT Global Digital Niaga, Jakarta, Indonesia
“我不仅获得了灵感和洞察力make things better- (across all our channels) I enjoyed watching, listening and participating. 'Even' in this Covid 19 environment it felt personally tailored to me, probably because Anna was directly in front me, eye to eye on the screen. :)"
Simon Phillips，Ideasgarden，爱丁堡
“超级有趣的课程，具有很好的结构化理论框架。在说明各种概念时，几个参考文献和业务案例已经启发。”
Andrea Snidero，Akqa，米兰，意大利
“安娜提供了如此多的真实世界的例子的事实有助于很多！我终于有一个计划和积极主动的方法，以及我们如何诊断每个频道内的问题。”
Simina Megyes, Syneto, Romania
“这门课真的有助于巩固残雪的策略into a step by step process that ensures you are considering all aspects of the user journey hollistically. I learned a lot and would recommend it to anyone interested in CX."
Mark J Williams，IBM IX
“极光是一个引人注目和清晰的演示者！我喜欢行使案例研究的触摸点并提出洞察力和机遇。非常鼓舞人心！”
Nicole Leong，Snapfish
“Great course — content is relevant, actionable, and very explanatory. Love how ROI/ baselining was highlighted. Companies are always interested in ROI! Great tie in of UX & business goals."
艾米唐，CDK全球
“Had so many great ideas to take back to the office after today."
丹林肯哈里斯，法律缩放
“大课程，有趣的内容，我将会回到我的团队。Omnichannel在医疗保健中非常重要！”
琥珀色艾伦，绿道健康
“我喜欢基于更新的研究和启动我们（Omipres）Omnichannel的想法的统计数据，无论公司到期日如何。”
Yolany Abanton，歌曲教育，洪都拉斯
“This course did a fantastic job of making clear actionable steps that I could take to implement some of these practices at my company I've often been to training / conferences that were focused on high level theory but this course combined theory / thought process w/action."
Meghan Hammond, Vanguard
“I want non "UX" folks in our company to take this... thinking about our Strategy teams, VoC which resides in customer service, etc. You will learn why but also tangibles on HOW! Sometimes in courses you don't leave with the tangibles and I can't wait to chip away at more of this — but whoa is there a lot to chip away at :)"
“Anna Kaley的研究研究，NN / G案例研究以及Omnichannel用户体验主题的经验是珍贵的。在评估任何行业组织内的整体旅程经验时，我可以看到自己和各自的专业人士使用这个Omnichannel框架。”
Deborah, Dagraphix, Arlington,VA
“令人惊叹的教练。伟大的能量，花时间和关心回应在聊天中通过的每个问题。”
玛丽莲
“I would say NN/g's conference is worth every cent...This is my first conference — I never experienced NN/g 'live' so I have nothing to compare it to ....but I felt zoom enabled me to focus more on the content and the ability to take notes... As for the instructor — Anna was just amazing...her knowledge is vast...she speaks in plain language....she provided real world examples...she was super at managing the flow of chat messages and keeping the pace of topics...the scorecard tool was worth the price alone. The breakout sessions could have been maybe five minutes longer...but other than that it was a great experience. I have four more classes to go — and Anna has set the bar of excellence high...if all NN/g classes are this good...I will devote my all my training funds to attend NN/g events annually...."
“本课程介绍了一种新的观察业务的方式，从客户旅程的角度来看。我可以看出这可以快速转向组织业务团队的新方式。课程是信息性的，互动和充满工具，您可以采取立即使用。“
Roxana patichi，2次思克，布加勒斯特，罗马尼亚
“这一课程非常出色，这是一个令人助人的讲师，他们正在追随所有问题。你带走了一套很好的笔记和资源。”
Meredith Culver，Techsmith，Okemos，美国
“这是一个极其有益的课程，并将是在我们的渠道之间建立某种方向和一致性的框架。我们还可以使用该课程中的工具来评估新渠道，并考虑从整体旅程中查看客户体验看法。”
Candabe Belako，Upmc Health计划，McMurray
“这是学习如何捕捉广泛和各种各样的用户旅程的好方法。我知道它的焦点不是在旅程中映射本身，但这为我提供了伟大的经验，试图解决这个过程！谢谢你的模板！“
Hayley Staren，Cerner，堪萨斯城，美国
“很棒的课程。真的提供了令人敬畏的模板，工具，框架和现实生活例子以及练习来帮助我们了解概念，所以我们需要在我们的日常生活中将其带到生活中的通行费。谢谢，我真的有一个很多价值。“
“这是任何设计师的精彩课程，并讨论了为什么Omnicannnel经验对任何客户体验至关重要。了解用户与各种频道和设备的交互非常有趣和乐趣。”
Vamsi Batchu，Truist Bank，亚特兰大，美国
“我很担心进入这一课程，我会很难了解这些材料。所有的概念都对我来说是新的，我事先没有经历它们。到我的救援，安娜能够提供高度吸引力的课程，与许多例子完美地解释了一切，并采用了适量的团体工作和互动，以保持内容新鲜并保留在我自己的脑海中。在此之后，我设法通过考试，我认为我想的一些东西鉴于内容和缺乏经验的挑战 - 全部到老师！非常感谢！“
Rohit Shukla，黑胡椒有限公司，Lemington Spa
“这门课程是如此接触，我学到了很多 - 我认为任何关注客户体验的专业都不能错过这门课程！”
泰德斯莉，约翰迪雷和伊瓦州的Des Moines;美国
“This course was AH-Mazing. Anna did such a great job of bridging a lot of the knowledge that I learned at the beginning of the week into this more holistic view. Given that my role is to evangelize CX, this class really empowered the language I use and refined my messaging in how I would bridge our stakeholders to the customer."
Gabriela Trejo, Seattle, WA, USA
“touchpoin课程帮助我明确了基础知识ts, channels and devices, presenting clearly the relationship between them. It gave me a framework to identify the roadblocks or bumps in the users' journey which in turn are delivered by usually fragmented teams responsible for individual channels. The framework helps us adopt a strategy that isn't just based on business goals but also identify and resolve key user painpoints, and thereby meet user needs, delivering a great experiences for users orchestrated by multiple channels. Anna very patiently builds it all up right from the ground level answering questions along the way. The best thing about the strategy is that it provides us the flexibility to zoom into problems at an interaction level in a certain channel and also have an eagle's eye view of the touchpoints across the users' journey helping teams responsible for various channels within the organization rally together towards solving problems at a systemic level. I thoroughly recommend the course for anybody wanting to get their omnichannel strategy right."
Praveen Bandaru, Cognizant, Edinburgh, UK
“这一课程是一个很好的看看人们用来与组织互动的所有渠道。我觉得更准备在用户参与中采取积极主动的方法，现在可以更容易地诊断每个频道内的问题。谢谢！”
Dave Fels, Muni Code Web
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.”
For this reason, organizations must create a cohesive ecosystem of business channels and touchpoints where each not only provides their own unique benefits, but also compliments and seamlessly connects to the experience as a whole.
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。