This track is intended to emphasize the importance of remote interactions for the customer experience and for companies’ business more generally. In the current context we increasingly speak of Phygital Experience, wanting to indicate the continuity of an experience that includes virtual and physical moments in a “hybrid” way. One of the prominent aspects of this process are the stages in which companies and customers, conversing through telephone, chat, video calls, and email, interact in a dimension that is neither digital nor physical, that is, remotely interactive. It is precisely at this stage that the presence of the human component is crucial to ensure adequate levels of reputation and business development for the company.
Target audience
Managers, Entrepreneurs, Communication and Marketing Managers, HR Managers.
Methodology
The course is based on participant interaction and sharing of experiences and best practices. The supporting examples aim to translate the content that emerged and was presented during the sessions into practice.
Duration
2-day in-person course or webinar mode.
Goals
– Analyze the stages of the customer experience
– Deepen the characteristics of the Digital, Physical and Interactive remote phases
– Illustrate the dynamics of Conversational Experience and interactive company/customer dialogue
– Balance and optimize digital and human interactions
– Optimize remote interaction with a view to conversions and Customer Experience
– Introduce the new core skills of the Phygital world
– Introduce the characteristics of digital body language.
Program
Phygital Experience: technology and the human factor
– Evolution of the Digital Ecosystem
– The Customer Journey and the Customer Experience
– Sales Funnel and Touchpoints: the continuity of the customer experience
– Physical, digital experiences: the Phygital space
– Remote interactions: types, channels, characteristics
– Balance between technology and the human factor.
Digital Skills and Remote Interactions
– Target Groups and New Skills for Customer Engagement
– Employee Experience: the Driver for Customer Exeperience
– CX and EX Performance Indicators
– Conversational Marketing and Conversational Experience
– Customer Lifecycle and Relationship Development Cycle
– Examples of Successful Remote Interactions.
Digital body language
– Digital body language
– New paradigms of online communication
– Video interactions
– The figure of the personal shopper in remote interactions
– Successful case histories.
