Digital Customer Experience and Service Excellence Masterclass
Venue: Mombasa, Kenya
Date: 24th - 29th November 2025
Cost: Kshs. 80,000 / USD 800
CPD points: 10
Overview
This comprehensive masterclass focuses on delivering exceptional digital customer experiences and service excellence in today interconnected business environment. Participants will learn to design and implement omnichannel strategies, leverage digital technologies for service personalization, and create seamless customer journeys across multiple touchpoints. The program covers digital service design principles, customer experience measurement, and the integration of AI and automation technologies to enhance service delivery and customer satisfaction. Through practical workshops and real-world examples, attendees will develop skills to optimize digital customer interactions and build lasting customer relationships. This masterclass is essential for organizations seeking to differentiate themselves through superior digital customer service experiences.
Objectives
- Design and implement omnichannel customer experience strategies
- Leverage digital technologies for personalized service delivery
- Measure and optimize digital customer journey touchpoints
- Implement customer feedback systems and service recovery protocols
- Develop metrics for measuring digital service excellence and customer satisfaction
Target Audience
- Customer experience managers and directors
- Digital transformation leaders
- Service design and delivery professionals
- Marketing and customer relationship managers
