Building the Digital Customer Experience - Informa Connect Middle East
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Building the Digital Customer Experience - Informa Connect Middle East
Home > Training > Business Operations > Building the Digital Customer Experience
Building the Digital Customer Experience Training Course | Business Operations Training Course

Building the Digital Customer Experience

31 August - 02 September 2021
LIVE In-Person

Level: Intermediate

In-Company Training   REGISTER FOR THE COURSE  

Course Director

Ameed Awad | Course Director

Ameed Awad

Course Schedule
  • 31 Aug 2021 Dubai


This unique course is designed to integrate the three departments of sales, marketing and customer care to provide a seamless digital customer journey. The course emphasises on the importance of the integration between the digital customer care unit, the marketing campaigns launched and sales strategies resulting in a positive digital customer journey.

Clients around the globe view huge number advertisements every single day from relevant and/or irrelevant businesses which puts tremendous pressure on companies to raise the bar when offering new brands, products or services. The role of the digital customer experience/ care team is now more than ever important drawing from customer behaviour, leads and feedback received from any advertisement, product, or even positive/negative engagement on digital channels.

It is also crucial to offer digital services and self-digital services through the customer journey to ensure the cycle is always accurate as per customers’/leads’ perspectives.

This course will provide an understanding of the evolution of the online customer service and how to integrate social customer care using social media channels. The learnings will illustrate how to integrate marketing, sales and customer care units together for better marketing planning and online campaign success.

Delegates will acquire knowledge on the roles and responsibilities of digital customer care in any organisation and the best practice approach to build an omnichannel customer journey with live cases based on renowned brands such as Twitter, Oracle, STC and Microsoft. Through experiential learning delegates will draft a digital customer care strategy for their organisation and will adopt best practice techniques to build action plans in reporting customer feedback to selected departments.

At the end of the training, delegates will set KPIs for their digital customer care unit, integration of marketing channels and chatbot revolution in action and with live examples.

Who Should Attend

Customer Care Specialists and Managers, Customer Relations Managers, Marketing Managers, Brand Managers, Sales and Promotion Officers and Managers, Digital Customer Experience Managers, Digital Chief Officers, Digital Marketing Officers, Managers and Directors, eCommerce Marketing Managers/Directors, eCommerce Content Designers.

Benefits of Attending

  1. Learn why digital customer care is the new digital marketing tool
  2. Acquire best practice trends and procedures on integrating digital channels to provide a superlative digital customer experience
  3. Design your organisation’s annual digital customer care strategy
  4. Use various online tools to obtain feedback on the customer’s experience
  5. Align the digital sales, marketing and customer care units with the business objectives
  6. Build relevant campaigns to enhance the customers’ experience

Building the Digital Customer Experience