Advanced Certificate in Service Quality & Digital Transformation
-- ViewingNowThe Advanced Certificate in Service Quality & Digital Transformation is a comprehensive course designed to empower professionals with the skills necessary to excel in today's digital landscape. This course emphasizes the importance of service quality and digital transformation in driving business success, and teaches learners how to implement and manage these strategies in their organizations.
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⢠Advanced Service Quality Management: This unit will cover best practices in service quality management, measuring and improving customer satisfaction, and implementing service recovery strategies.
⢠Digital Transformation Strategy: Students will learn how to develop a digital transformation strategy, including identifying digital trends, assessing the impact on their organization, and creating a roadmap for digital transformation.
⢠Service Design Thinking: This unit will focus on using design thinking principles to create customer-centric services, including user research, prototyping, and testing.
⢠Digital Customer Experience Management: Students will learn how to manage the digital customer experience, including personalization, omnichannel customer journeys, and voice of the customer programs.
⢠Emerging Technologies in Service Quality: This unit will cover emerging technologies such as artificial intelligence, machine learning, and the Internet of Things (IoT), and their impact on service quality.
⢠Digital Transformation Leadership: Students will learn about the skills and mindset required to lead a successful digital transformation, including change management, stakeholder engagement, and innovation management.
⢠Data-Driven Decision Making: This unit will cover how to use data analytics to make informed decisions about service quality and digital transformation, including data sources, analysis techniques, and visualization tools.
⢠Digital Transformation Project Management: Students will learn how to manage digital transformation projects, including project planning, risk management, and stakeholder communication.
⢠Service Quality and Digital Transformation Metrics: This unit will cover key performance indicators (KPIs) for service quality and digital transformation, including customer satisfaction, net promoter score (NPS), and return on investment (ROI).
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