Creating a Digitalised Customer Experience in Retail
About This Course
This course equips executives and managers with the knowledge and skills to design and implement seamless customer experiences by leveraging technology. Participants will learn to integrate multiple communication channels, develop chatbots for routine enquiries, and design customer service workflows that balance automation with human intervention.
The content coverage includes:
a) Aggregate channels of communication in order to optimise response rate of customer relations executives/associates
b) Create chatbots to help reduce administrative work load for simple questions
c) Design workflows that uses human intervention only on suitable cases
d) Manage omnichannel for customer service
e) Evaluate user interface and user experience (UI/UX) in improving customer service"
What You'll Learn
2. Evaluate and communicate with technology or logistics partners to create brand values aligned customer experience around the adoption of delivery optimisation systems.
3. Conduct analysis on the performance and inventory movement enabled by improved delivery optimisation models.
Entry Requirements
Aged 21 years old
1. Minimum GCE 'N' Level
2. IELTS score 4.5 or TOEFL score 32 AND
3. High School Diploma equivalent to GCE ‘N’ Levels with minimum grade C6 for 3 subjects, including English and Mathematics
4. ALL Students are required to have basic computing skills - i.e. able to turn on the laptop, use the mouse, drag and drop files, use online search engines for research; and be a competent user of Microsoft Office.