Course Overview

Course Outline

Module 1: Fundamentals of Omnichannel Service

• Defining omnichannel vs. multichannel service

• Customer expectations in the digital age

• Key success factors in omnichannel strategies

• Case Study: How global brands deliver consistent experiences

Module 2: Mapping the Omnichannel Customer Journey

• Identifying customer touchpoints

• Journey mapping and pain-point analysis

• Aligning service goals with customer expectations

• Practical Exercise: Create a customer journey map

Module 3: Tools and Technologies for Omnichannel Integration

• CRM platforms (Salesforce, Dynamics 365, HubSpot)

• Live chat, chatbots, and AI assistants

• Knowledge management and self-service portals

• Demo: Setting up an omnichannel CRM dashboard

Module 4: Personalization and Customer Engagement

• Leveraging customer data for tailored service

• Using LinkedIn Sales Navigator and AI tools for insights

• Designing loyalty-driven service approaches

• Group Exercise: Personalizing service responses

Module 5: Analytics and Performance Tracking

• Using Power BI and Google Analytics for service insights

• KPIs for omnichannel service success

• A/B testing across multiple channels

• Workshop: Build a simple service analytics dashboard

Module 6: Social Media and Real-Time Engagement

• Integrating Facebook, Instagram, Twitter (X), and TikTok into service

• Managing complaints and escalations in public channels

• Best practices for real-time customer engagement

• Simulation: Handling a customer escalation on social media

Module 7: Automation and AI in Omnichannel Service

• Workflow automation for efficiency

• AI-driven personalization and predictive analytics

• Using bots for 24/7 support without losing the human touch

• Practical: Configure a chatbot for FAQs

Module 8: Security, Privacy, and Compliance

• Data protection in omnichannel environments

• GDPR, CAN-SPAM, and local regulations

• Best practices for customer trust and transparency

• Case Study: Service failure due to poor compliance

Module 9: Implementing and Scaling Omnichannel Strategies

• Change management and staff training

• Aligning sales, service, and marketing functions

• Designing scalable frameworks for growth

• Workshop: Drafting an omnichannel service blueprint

Module 10: Capstone Project & Action Planning

• Group project: Designing an omnichannel service strategy for a sample company

• Presentations and peer feedback

• Individual Action Plan: Applying learnings to workplace challenges

• Closing reflections and certification