Customer Experience Management: 8 hours Workshop

Agenda

Perparation of the workshop:

• Prior to the workshop, you will receive a readiness questionnaire to get a rough overview of your experience with Customer Experience Management & Customer Centricity with CX solutions like Microsoft Dynamics 365 Marketing.
• In preparation, you provide us with your already created personas that you want to target with Microsoft Dynamics 365 Marketing for review
• We need access to Microsoft Dynamics 365 Marketing so we can get an overview of campaign management and general setup.

One-day onsite or remote workshop:

• Definition of the business goals to be achieved with the implementation of Microsoft Dynamics 365 or through the more effective use of Customer Experience or omni-channel management
• Setting the target audience for your customer experience efforts:
• Customization and enhancement of Personas based on your provided input
• Assignment of the personas to the ideal-typical buying center of your customers
• Assignment of journeys and steps to personas to map a customer journey
• Utilizing all insights to develop a roadmap for an omni-channel campaign.

Deliverables:

• Overview of trends and usage in your industry on customer experience and omni-channel management.
• 3 personas that are adapted to the respective challenges
• Illustrated buying center with the respective information needs and channel usage
• Omni-channel journey roadmap for setup in Microsoft Dynamics 365 Marketing