Omnichannel & Customer-Centric Business Strategy Training
Transform your retail strategy with our cutting-edge course designed for the modern market landscape. Master omnichannel integration by understanding key differences between omnichannel versus multichannel approaches while focusing on a customer-centric mindset. Dive deep into data-driven insights for enhanced decision-making processes across all platforms including e-commerce optimization techniques like UX design or SEO/SEM practices alongside mobile commerce advancements featuring location-based services plus social commerce opportunities via shoppable posts or influencer marketing tactics! Enroll now to elevate your retail growth potential through comprehensive training tailored specifically towards achieving success within this dynamic industry sector.
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Corporate Pricing
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Training Provider Pricing
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What you'll learn
- Analyze data-driven insights for informed strategic decision-making across various platforms.
- Understand the key differences between omnichannel and multichannel business models.
- Design customer journeys centered around specific needs using a customer-centric mindset.
- Integrate online/offline channels seamlessly ensuring consistent branding throughout interactions.
- Implement personalized experiences utilizing AI-driven customization tools effectively.
- Leverage digital platforms such as mobile apps or social media channels effectively within retail growth strategies.
- Optimize e-commerce platforms focusing on user experience enhancements alongside SEO/SEM practices.
Why should you attend?
In today's rapidly evolving retail landscape, businesses must adopt a customer-centric approach to remain competitive. This course delves into the intricacies of omnichannel business models and strategies, highlighting the key differences between omnichannel and multichannel approaches. Participants will learn how to design customer journeys that prioritize customer needs, exploring various business models such as brick-and-click, digital-native, and marketplace approaches. The course also examines the benefits and return on investment of these strategies through metrics and retention rates, with a case study on Starbucks' integrated loyalty and mobile strategy. Understanding customer behavior is crucial for developing effective business strategies. This course covers customer journey mapping to identify touchpoints across channels and emphasizes the importance of data collection and integration from in-store, online, and social platforms. Participants will gain insights into behavioral analytics, conversion rates, attribution, and key metrics while learning how to create detailed customer profiles and personas. By leveraging data-driven decision-making processes, businesses can enhance their strategic planning. The course further explores personalization and customer engagement strategies by examining personalized experiences through recommendation engines and AI-driven customization. It discusses the role of loyalty programs and CRM systems in unifying customer data for rewards-based engagement. Omnichannel marketing techniques are covered alongside community-building efforts through user-generated content and brand advocacy. A case study on Sephora's Beauty Insider program illustrates successful implementation. Participants will also learn about integrating online and offline channels to provide seamless experiences with consistent branding. The course addresses omnichannel fulfillment options like BOPIS (Buy Online Pickup In-Store), curbside pickup, flexible returns, as well as in-store digital innovations such as kiosks, Augmented Reality applications, and endless aisle solutions.
Course Syllabus
Day 1
Short Break
15 minsRecap and Q&A
15 minsLunch
1 hourShort Break
15 minsRecap and Q&A
15 minsEnd of Day 1
Ratings and Reviews
Instructor
Instructor
Dr. Esther Suria Kala is a highly accomplished ICT consultant and corporate trainer with nearly 30 years of extensive experience in information technology, project management, and organizational development. As the founder of Angel Software Solutions, she has established herself as a versatile and dedicated professional who delivers cutting-edge training solutions across Malaysia and internationally.
Her academic credentials are exceptional, including a PhD in Psychology with a focus on Human Behaviour and Human Resources, an MBA in Finance, and degrees in both Computer Science and Human Resources. Currently pursuing a second PhD in IT Information Security, Dr. Esther demonstrates an unwavering commitment to continuous learning and staying at the forefront of technological advancement. Her educational foundation is complemented by an impressive array of professional certifications, including Microsoft Certified Trainer (MCT), CISSP, ITIL, SAP Certified Associate, Certified Cyber Security Professional, Data Scientist, AI Engineering, and ECBA certifications.
Dr. Esther's technical expertise spans an extensive range of domains, from traditional programming languages like Java, C++, and PHP to modern technologies including Python, AI coding, machine learning, RPA, and IR 4.0 microservices. She is proficient in database management systems including Microsoft SQL Server and Oracle, web development frameworks, and enterprise solutions like SAP Crystal Reports and SharePoint Server. Her knowledge extends to cybersecurity, ethical hacking, network administration, and data analytics, making her uniquely qualified to address both technical and strategic business challenges.
As a trainer, Dr. Esther excels in bridging the gap between technical complexity and practical application. She delivers comprehensive training programs for both IT and non-IT professionals, covering everything from software development and cloud computing to soft skills such as digital marketing, business analysis, customer service, and project management. Her ability to communicate effectively in both English and Bahasa Malaysia enables her to connect with diverse audiences across different organizational levels.
Her impressive client portfolio includes leading organizations such as Maybank, Telekom Malaysia, Malaysian Airlines, Tenaga Nasional Berhad, Bank Negara, Ministry of Education, Ministry of Finance, and numerous multinational corporations. This extensive experience across banking, telecommunications, government, aviation, and technology sectors demonstrates her adaptability and deep understanding of varied industry requirements. Recognized with the Outstanding Achievement Award in Information Technology from University Malaya in 2013, Dr. Esther continues to empower organizations through innovative training solutions that drive digital transformation and professional excellence.
FAQ
Frequently Asked Questions About This Course
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Why should you attend?
In today's rapidly evolving retail landscape, businesses must adopt a customer-centric approach to remain competitive. This course delves into the intricacies of omnichannel business models and strategies, highlighting the key differences between omnichannel and multichannel approaches. Participants will learn how to design customer journeys that prioritize customer needs, exploring various business models such as brick-and-click, digital-native, and marketplace approaches. The course also examines the benefits and return on investment of these strategies through metrics and retention rates, with a case study on Starbucks' integrated loyalty and mobile strategy. Understanding customer behavior is crucial for developing effective business strategies. This course covers customer journey mapping to identify touchpoints across channels and emphasizes the importance of data collection and integration from in-store, online, and social platforms. Participants will gain insights into behavioral analytics, conversion rates, attribution, and key metrics while learning how to create detailed customer profiles and personas. By leveraging data-driven decision-making processes, businesses can enhance their strategic planning. The course further explores personalization and customer engagement strategies by examining personalized experiences through recommendation engines and AI-driven customization. It discusses the role of loyalty programs and CRM systems in unifying customer data for rewards-based engagement. Omnichannel marketing techniques are covered alongside community-building efforts through user-generated content and brand advocacy. A case study on Sephora's Beauty Insider program illustrates successful implementation. Participants will also learn about integrating online and offline channels to provide seamless experiences with consistent branding. The course addresses omnichannel fulfillment options like BOPIS (Buy Online Pickup In-Store), curbside pickup, flexible returns, as well as in-store digital innovations such as kiosks, Augmented Reality applications, and endless aisle solutions.
What you'll learn
- Analyze data-driven insights for informed strategic decision-making across various platforms.
- Understand the key differences between omnichannel and multichannel business models.
- Design customer journeys centered around specific needs using a customer-centric mindset.
- Integrate online/offline channels seamlessly ensuring consistent branding throughout interactions.
- Implement personalized experiences utilizing AI-driven customization tools effectively.
- Leverage digital platforms such as mobile apps or social media channels effectively within retail growth strategies.
- Optimize e-commerce platforms focusing on user experience enhancements alongside SEO/SEM practices.
Course Syllabus
Day 1
Short Break
15 minsRecap and Q&A
15 minsLunch
1 hourShort Break
15 minsRecap and Q&A
15 minsEnd of Day 1
Public Pricing
Corporate Pricing
Pax:
Training Provider Pricing
Pax:
Features
Subsidies
Ratings and Reviews
Instructors
Dr. Esther Suria Kala is a highly accomplished ICT consultant and corporate trainer with nearly 30 years of extensive experience in information technology, project management, and organizational development. As the founder of Angel Software Solutions, she has established herself as a versatile and dedicated professional who delivers cutting-edge training solutions across Malaysia and internationally.
Her academic credentials are exceptional, including a PhD in Psychology with a focus on Human Behaviour and Human Resources, an MBA in Finance, and degrees in both Computer Science and Human Resources. Currently pursuing a second PhD in IT Information Security, Dr. Esther demonstrates an unwavering commitment to continuous learning and staying at the forefront of technological advancement. Her educational foundation is complemented by an impressive array of professional certifications, including Microsoft Certified Trainer (MCT), CISSP, ITIL, SAP Certified Associate, Certified Cyber Security Professional, Data Scientist, AI Engineering, and ECBA certifications.
Dr. Esther's technical expertise spans an extensive range of domains, from traditional programming languages like Java, C++, and PHP to modern technologies including Python, AI coding, machine learning, RPA, and IR 4.0 microservices. She is proficient in database management systems including Microsoft SQL Server and Oracle, web development frameworks, and enterprise solutions like SAP Crystal Reports and SharePoint Server. Her knowledge extends to cybersecurity, ethical hacking, network administration, and data analytics, making her uniquely qualified to address both technical and strategic business challenges.
As a trainer, Dr. Esther excels in bridging the gap between technical complexity and practical application. She delivers comprehensive training programs for both IT and non-IT professionals, covering everything from software development and cloud computing to soft skills such as digital marketing, business analysis, customer service, and project management. Her ability to communicate effectively in both English and Bahasa Malaysia enables her to connect with diverse audiences across different organizational levels.
Her impressive client portfolio includes leading organizations such as Maybank, Telekom Malaysia, Malaysian Airlines, Tenaga Nasional Berhad, Bank Negara, Ministry of Education, Ministry of Finance, and numerous multinational corporations. This extensive experience across banking, telecommunications, government, aviation, and technology sectors demonstrates her adaptability and deep understanding of varied industry requirements. Recognized with the Outstanding Achievement Award in Information Technology from University Malaya in 2013, Dr. Esther continues to empower organizations through innovative training solutions that drive digital transformation and professional excellence.
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FAQ
Frequently Asked Questions About This Course
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