Customer Experience CX in Industry 40
What you’ll learn
Discover what Customer Experience is
Explore the Customer Life Cycle
Discover what Industry 4.0 is
Explore the Industry 4.0 Environment
Discover the Impact of Industry 4.0 on Customer Experience
Discover the benefits of Industry 4.0 on Customer Experience
Learn how to build an Industry 4.0 Ready Customer Experience (CX) Road-map
Requirements
Curiosity to learn about the strategies to build a great customer experience for your business
Curiosity about the future trends in business and technology
Description
Did you know that the world economy and humanity is at the verge of one of the most transformational periods in history of mankind?Have you heard about the ‘Industrial Revolutions’; which from time to time transformed the course of humanity? The first industrial revolution was powered by mechanization, water power and steam power. The second industrial revolution was powered by the mass production of products such as the famous Henry Ford’s Model-T car, assembly lines and electricity. The third industrial revolution was powered by computerization and automation. Now, the fourth industrial revolution, known as ‘Industry 4.0’ will be powered by Cyber Physical Systems, Artificial Intelligence (AI) and Robotics is set to unleash the next wave of disruption at an unprecedented scale and force!———————————————————-A course with a simple and comprehensive beginner’s guide to “Customer Experience (CX) in Industry 4.0”!———————————————————-In this course, there are 9 SECTIONS which cover over 80 lectures worth OVER 7 HOURS of content;SECTION 1 – INTRODUCTION TO CUSTOMER EXPERIENCE (CX) – Discover what Customer Experience (CX) and learn about the ‘Customer Life Cycle’ which has three stages: Discover and Shop; Buy and Install; Use and Service. Explore the roadmap of customer interactions with your brand or businessSECTION 2 – KEY INSIGHTS AND MARKET TRENDS OF CUSTOMER EXPERIENCE (CX) – Discover Key Insights and Market Trends of Customer Experience including the Omni-Channel Customer Experience, Predictive analytics and Data-driven Insights, Automation for a better CX, Enabling Personalization at scale, Social Media, E-Commerce and Voice Commerce, Transparency across Business Operations, Aligning CX metrics with true drivers of Customer Value, Dedicated CX Roles within Organization, Data Security and Customer Privacy, Self-Service and Empowered CustomersSECTION 3 – CHALLENGES IN CUSTOMER EXPERIENCE (CX) – Explore the Challenges of Customer Experience including Flawed or Limited Collection of Data, Identifying and Prioritizing CX Issues and Opportunities, Challenges in Delivering a Consistent Omni-Channel Experience, Insufficient Response from Customers, Poor Methods of Capturing Qualitative Data, Connecting Customer Experience and Return-on-Investment (ROI), Organizational Siloes, Outdated Documentation, Generating Data-driven Actionable Insights and Delivering Personalization at scaleSECTION 4 – OPPORTUNITIES FOR INNOVATION IN CUSTOMER EXPERIENCE (CX) – Learn about the Opportunities for Innovation in Customer Experience including Make Data-driven Proactive Decisions, Better tools and technologies to manage Customer Experience, Better Understanding Customers, Enabling Personalization at scale, Self-Learning Systems and Automated Documentation UpdatingSECTION 5 – EVOLUTION OF INDUSTRIAL REVOLUTIONS AND INDUSTRY 4.0 – Discover the Evolution of Industrial Revolutions, Industry 4.0, Industry 4.0 Environment and Industry 4.0 Design PrinciplesSECTION 6 – THE IMPACT OF INDUSTRY 4.0 ON CUSTOMER EXPERIENCE (CX) – Discover the Impact of Industry 4.0 on Customer Experience including Applications of Big Data Analytics and Insights, Applications of Internet-of-Things (IoT) and Cyber Physical Systems (CPS), Applications of Additive Manufacturing, Application of Blockchain Technology, Applications of Artificial Intelligence (AI), Application of Augmented Reality (AR), Virtual Reality (VR) and Mixed Reality (MR), Application of Cloud Computing, Applications of Robotic Process Automation (RPA), Applications of Computer Simulation, Horizontal and Vertical Integration and New Business ModelsSECTION 7 – ADOPTION CHALLENGES OF IMPLEMENTING INDUSTRY 4.0 – Discover the Adoption Challenges of Implementing Industry 4.0 including Skillset Gap and Related Challenges, Financial Challenges, Technology Challenges, Inter-operability and Standardization Challenges, Infrastructure Challenges, Data Leveraging Challenges, Organizational Challenges, External Environment Factors, Legal and Regulation Challenges and Cyber Security ChallengesSECTION 8 – DRIVERS OF IMPLEMENTING INDUSTRY 4.0 – Discover the Drivers which are accelerating the Adoption of Industry 4.0 including Faster Time-to-Market (TTM) and Matching the Demand-Supply, Organizational Drivers, Better CX, Increasing Efficiency, Productivity and Reducing Wastage, Demand for Better Quality, Competition and Market Drivers, Financial Drivers, Technology Drivers and Enablers, Need for an Agile and Resilient Supply Chain, Labour and Skill ShortagesSECTION 9 – INDUSTRY 4.0 IMPLEMENTATION FRAMEWORK AND CASE STUDIES – Explore Industry 4.0 Implementation Framework and discover how you can use Industry 4.0 to enhance the Customer Experience for your business————————————————Jump right in to learn and discover about all of the amazing and transformative content on Customer Experience in Industry 4.0 and be updated with latest trends in the world of tech and business! Be a part of Industry 4.0!————————————————About the Author: Hi, I’m Deshan and I’m a Digital Transformation Consultant. I have a M. Sc. in Technology Management (Pending) from the Staffordshire University, UK as well as First Class Honors in B. Sc. (Applied Information Technology) from the Staffordshire University, UK. I also have around 10 years of experience in coding websites and software; creating multimedia, illustrations and graphics as well as computer simulation and 3D modelling! Feel free to ask any question regarding Digital Transformation, Industry 4.0 and Digital Disruption in the forum!
Overview
Section 1: Introduction
Lecture 1 Introduction to the Course
Lecture 2 Course Workbook
Section 2: Introduction to Customer Experience
Lecture 3 Introduction to Customer Experience
Lecture 4 Customer Life Cycle
Lecture 5 Benefits of a great Customer Experience (CX)
Lecture 6 Elements of Customer Experience (CX)
Lecture 7 Customer Experience (CX) Metrics
Lecture 8 Key Statistics on Customer Experience (CX)
Lecture 9 Section 1 – Workbook Questions
Section 3: Key Insights and Market Trends of Customer Experience
Lecture 10 Introduction to Key Insights and Market Trends of Customer Experience (CX)
Lecture 11 Key Insight 1 – The Omni-Channel Customer Experience (CX)
Lecture 12 Key Insight 2 – Predictive Analytics and Data-driven Insights
Lecture 13 Key Insight 3 – Automation for better CX
Lecture 14 Key Insight 4 – Enabling Personalization at scale
Lecture 15 Key Insight 5 – Social Media, E-Commerce and Voice Commerce
Lecture 16 Key Insight 6 – Self-Service and Empowered Customers
Lecture 17 Key Insight 7 – Data Security and Customer Privacy
Lecture 18 Key Insight 8 – Dedicated CX Roles within Organizations
Lecture 19 Key Insight 9 – Aligning CX metrics with true drivers of Customer Value
Lecture 20 Key Insight 10 – Transparency across Business Operations
Lecture 21 Workbook Questions – Key Insights on Customer Experience
Section 4: Challenges of Customer Experience (CX)
Lecture 22 Introduction to Customer Experience (CX)
Lecture 23 Challenge 1 – Flawed or Limited Collection of Data
Lecture 24 Challenge 2 – Identifying and Prioritizing CX Issues and Opportunities
Lecture 25 Challenge 3 – Challenges in Delivering a Consistent Omni-Channel Experience
Lecture 26 Challenge 4 – Insufficient Response from Customers
Lecture 27 Challenge 5 – Poor Methods of Capturing Qualitative Data
Lecture 28 Challenge 6 – Connecting Customer Experience (CX) and Return-on-Investment (ROI)
Lecture 29 Challenge 7 – Organizational Siloes
Lecture 30 Challenge 8 – Outdated Documentation
Lecture 31 Challenge 9 – Generating Data-driven Actionable Insights
Lecture 32 Challenge 10 – Delivering Personalization at scale
Lecture 33 Workbook Questions – Challenges of Customer Experience
Section 5: Opportunities for Innovation in Customer Experience (CX)
Lecture 34 Introduction to Opportunities for Innovation in Customer Experience (CX)
Lecture 35 Opportunity 1 – Make Data-driven Proactive Decisions
Lecture 36 Opportunity 2 – Better tools and technologies to manage Customer Experience (CX)
Lecture 37 Opportunity 3 – Better Understanding Customers
Lecture 38 Opportunity 4 – Enabling Personalization at scale
Lecture 39 Opportunity 5 – Self-Learning Systems and Automated Documentation Updating
Lecture 40 Workbook Questions – Opportunities for Innovation in Customer Experience
Section 6: Evolution of Industrial Revolutions and Industry 4.0
Lecture 41 Evolution of Industrial Revolutions
Lecture 42 Industry 4.0 Environment – In Summary
Lecture 43 Industry 4.0 Environment – In Detail
Lecture 44 Industry 4.0 Design Principles
Lecture 45 Workbook Questions – Industry 4.0
Section 7: The Impact of Industry 4.0 on Customer Experience
Lecture 46 Introduction to the Impact of Industry 4.0 on Customer Experience (CX)
Lecture 47 Introduction to Big Data Analytics
Lecture 48 Impact 1 – Applications of Big Data Analytics and Insights
Lecture 49 Impact 2 – Applications of Internet-of-Things and Cyber Physical Systems (CPS)
Lecture 50 Introduction to Additive Manufacturing
Lecture 51 Impact 3 – Application of Additive Manufacturing
Lecture 52 Introduction to Blockchain Technology
Lecture 53 Impact 4 – Applications of Blockchain Technology
Lecture 54 Introduction to Artificial Intelligence (AI)
Lecture 55 Impact 5 – Applications of Artificial Intelligence (AI)
Lecture 56 Introduction to Augmented Reality, Virtual Reality and Mixed Reality
Lecture 57 Impact 6 – Applications of Augmented Reality, Virtual Reality and Mixed Reality
Lecture 58 Introduction to Cloud Computing
Lecture 59 Impact 7 – Applications of Cloud Computing
Lecture 60 Introduction to Robotic Process Automation (RPA)
Lecture 61 Impact 8 – Applications of Robotic Process Automation (RPA)
Lecture 62 Impact 9 – Applications of Robotics and Automation
Lecture 63 Impact 10 – Applications of Computer Simulation
Lecture 64 Impact 11 – Horizontal and Vertical Integration
Lecture 65 XaaS – As-A-Service Business Models
Lecture 66 Impact 12 – New Business Models
Lecture 67 Workbook Questions – The Impact of Industry 4.0 on Customer Experience
Section 8: Customer Journey in Industry 4.0
Lecture 68 Customer Journey in Industry 4.0 – Part 1 of 4
Lecture 69 Customer Journey in Industry 4.0 – Part 2 of 4
Lecture 70 Workbook Questions – Customer Journey in Industry 4.0
Section 9: Adoption Challenges of Implementing Industry 4.0
Lecture 71 Introduction to the Adoption Challenges of Implementing Industry 4.0.
Lecture 72 Adoption Challenge 1 – Data Leveraging Challenges
Lecture 73 Adoption Challenge 2 – Organizational Challenges
Lecture 74 Adoption Challenge 3 – External Environment Challenges
Lecture 75 Adoption Challenge 4 – Legal and Regulation Challenges
Lecture 76 Adoption Challenge 5 – Cyber Security Challenges
Lecture 77 Adoption Challenge 6 – Infrastructure Challenges
Lecture 78 Adoption Challenge 7 – Inter-Operability and Standardization
Lecture 79 Adoption Challenge 8 – Technology Challenges
Lecture 80 Adoption Challenge 9 – Financial Challenges
Lecture 81 Adoption Challenge 10 – Skillset Gap and Related Challenges
Lecture 82 Workbook Questions – Adoption Challenges of Implementing Industry 4.0
Section 10: Introduction to the Drivers of Implementing Industry 4.0
Lecture 83 Introduction to the Industry 4.0 Drivers of Implementation
Lecture 84 Driver 1 – Faster Time-to-Market (TTM) and Matching the Supply-Demand
Lecture 85 Driver 2 – Organizational Drivers
Lecture 86 Driver 3 – Better CX
Lecture 87 Driver 4 – Increasing Efficiency, Productivity and Reducing Wastage
Lecture 88 Driver 5 – Demand for Better Quality
Lecture 89 Driver 6 – Labour and Skill Shortages
Lecture 90 Driver 7 – Need for an Agile and Resilient Supply Chain
Lecture 91 Driver 8 – Technology Drivers and Enablers
Lecture 92 Driver 9 – Financial Drivers
Lecture 93 Driver 10 – Competition and Market Drivers
Lecture 94 Workbook Questions – Drivers of Implementing Industry 4.0
Section 11: Industry 4.0 Implementation Framework and Case Studies
Lecture 95 Industry 4.0 Implementation Framework
Lecture 96 Workbook Questions – Industry 4.0 Implementation Framework and Case Studies
Section 12: Summary of the Course
Lecture 97 Summary of the Course
Lecture 98 Conclusion
Section 13: Bonus Lecture
Lecture 99 Bonus Lecture
Anyone who is curious to learn about Customer Experience in Industry 4.0,Professionals who want to learn how Industry 4.0 is transforming the Customer Experience,Business Owners who want to learn how to create an future-proof customer experience
Course Information:
Udemy | English | 9h 28m | 8.35 GB
Created by: CipherDev Labs™
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