Digital Customer Experience, Omni-Channel Engagement & Service Excellence Masterclass
Venue: Gelian Hotel, Machakos-Kenya
Date: 23rd - 28th March 2026
Cost: Kshs. 80,000 / USD 800
CPD points: 10.0
Overview
Transform customer experience in the digital age with this masterclass on digital customer experience, omni-channel engagement, and service excellence. Participants will develop expertise in designing seamless customer journeys across digital and physical channels, leveraging technology to enhance engagement, and delivering service excellence that builds loyalty and advocacy. The curriculum covers customer experience strategy, digital touchpoint optimization, personalization technologies, and service recovery approaches in digital environments. Through hands-on exercises and case studies, attendees will learn to map omni-channel journeys, implement customer feedback systems, and design service excellence standards for digital interactions. This masterclass prepares customer experience leaders to create differentiated experiences that drive customer satisfaction and business results.
Objectives
- Design comprehensive digital customer experience strategies aligned with brand and customer expectations
- Master omni-channel engagement approaches creating seamless experiences across all touchpoints
- Develop service excellence standards for digital interactions ensuring consistent quality
- Implement personalization technologies tailoring experiences to individual customer preferences
- Create customer journey maps identifying opportunities for digital experience enhancement
- Design customer feedback systems capturing insights across channels and driving improvement
- Develop service recovery protocols addressing digital service failures effectively
- Implement digital channel optimization ensuring usability, accessibility, and performance
- Establish customer experience measurement frameworks tracking satisfaction and loyalty metrics
Target Audience
- Customer experience managers and directors leading digital transformation
- Digital marketing professionals managing online customer engagement
- E-commerce and digital channel managers optimizing online experiences
- Service quality leaders ensuring excellence across channels
- Product managers designing digital products and services
- Contact center leaders integrating digital and voice channels
- Brand managers ensuring consistent experience across touchpoints
- Consultants advising on digital customer experience strategy
Methodology
- Journey mapping workshops documenting omni-channel customer experiences
- Digital touchpoint evaluation assessing current experience quality
- Personalization strategy sessions designing targeted customer interactions
- Service excellence standard development for digital channels
- Case study analyses examining digital experience leaders
- Feedback system design capturing and acting on customer insights
- Measurement framework development creating CX metrics and dashboards
