Digital Customer Experience

Digital customer experience is the set of digital interactions between a customer and an organization which creates customer value. This course provides participants with the key concepts, terms, and techniques to deploy digital customer experience.

The generic term of customer experience (CX) covers the entire landscape from traditional customer service to new digital methods that are used to interact with customers. Digital customer experience (DCX) focuses on the latter, but relies on the former. It includes both front-office customer touching interactions and back-office business processes that ultimately benefit customers.

In this one day course, you will learn about the central role of customer journey mapping in DCX and the interdependence of CX improvement and BPM. You will come to understand how best to manage DCX. You will gain an understanding of how CX and DCX are related to the user experience and the role of rapid prototyping and agile in deploying DCX. The group will discuss the major pitfalls to avoid and some common misconceptions around DCX and “persona’s.” You will come to understand how the organizations vision for customer experience, its digital strategy, and a practical road map (including a quantifiable business case) is needed for success in digital customer experience.

Course Outline:

  • Introduction: What is CX and what is DCX?
  • The business case for DCX
  • Where to start
  • Techniques:
    • Customer Journey Mapping
    • Personas
    • The central role of BPM
    • The linkage to technology
  • Common misconceptions
  • Skills needed and gaps
  • Accountability
  • Summary

Unique Value of Course:

This course presents a balanced combination of theoretical and practical information. Participants will develop skill in customer journey mapping, gain insight into the infrastructure to continuously improve customer experience, and cultivate an appreciation of best practices and key pitfalls to avoid. 


  • Understand how to gather customer’s views on their experience
  • Be able to rapidly and effectively model/map the customer journey
  • Understand how to present the customer journey map in a compelling way
  • Understand how to identify opportunities for improvement 
  • Be able to apply critical success factors in process analysis and design

Who Should Attend:

  • Executives
  • Senior Managers in Operations and IT
  • Business Process Managers
  • Business Process Analysts
  • Business Analysts
  • Business Architects
  • Project managers

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  1. Save $195 on your first eLearning course. Use discount code FIRSTCOURSE at checkout.
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  3. Join the Corporate Sponsor program to save 25%
  4. Pre-purchase the eight-course requirement to earn your certificate & save $2,000+

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