IIRF Online > Business > Business Strategy > Digital Transformation > Customer Experience (CX) in Industry 4.0
Customer Experience (CX) in Industry 4.0 by Udemy
Creating an engaging and rich Customer Experience (CX) in Industry 4.0
Course Highlights
- 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
Skills you will learn!
Curriculum
1 Topic
Course workbook
6 Topics
Customer Life Cycle
Benefits of a great Customer Experience (CX)
Elements of Customer Experience (CX)
Customer Experience (CX) Metrics
Key Statistics on Customer Experience (CX)
Section 1 - Workbook Questions
13 Topics
Introduction to key insights and market trends of customer experience (CX)
Key Insight 1 – The Omni-Channel Customer Experience (CX)
Key Insight 2 – Predictive Analytics and Data-driven Insights
Key Insight 3 – Automation for better CX
Key Insight 4 – Enabling Personalization at scale
Key Insight 5 – Social Media
E-Commerce and Voice Commerce
Key Insight 6 – Self-Service and Empowered Customers
Key Insight 7 – Data Security and Customer Privacy
Key Insight 8 – Dedicated CX Roles within Organizations
Key Insight 9 – Aligning CX metrics with true drivers of Customer Value
Key Insight 10 – Transparency across Business Operations
Workbook Questions - Key Insights on Customer Experience
11 Topics
Challenge 1 – Flawed or Limited Collection of Data
Challenge 2 – Identifying and Prioritizing CX Issues and Opportunities
Challenge 3 – Challenges in Delivering a Consistent Omni-Channel Experience
Challenge 4 – Insufficient Response from Customers
Challenge 5 – Poor Methods of Capturing Qualitative Data
Challenge 6 – Connecting Customer Experience (CX) and Return-on-Investment (ROI)
Challenge 7 – Organizational Siloes
Challenge 8 – Outdated Documentation
Challenge 9 – Generating Data-driven Actionable Insights
Challenge 10 – Delivering Personalization at scale
Workbook Questions - Challenges of Customer Experience
7 Topics
Introduction to opportunities for innovation in customer experience (CX)
Opportunity 1 - Make Data-driven Proactive Decisions
Opportunity 2 - Better tools and technologies to manage Customer Experience (CX)
Opportunity 3 - Better Understanding Customers
Opportunity 4 - Enabling Personalization at scale
Opportunity 5 - Self-Learning Systems and Automated Documentation Updating
Workbook Questions - Opportunities for Innovation in Customer Experience
5 Topics
Evolution of Industrial revolutions
Industry 4.0 Environment - In summary
Industry 4.0 Environment - In Detail
Industry 4.0 Design Principles
Workbook Questions - Industry 4.0
22 Topics
Introduction to the impact of Industry 4.0 on customer experience (CX)
Introduction to Big Data Analytics
Impact 1 - Applications of Big Data Analytics and Insights
Impact 2 - Applications of Internet-of-Things and Cyber Physical Systems (CPS)
Introduction to Additive Manufacturing
Impact 3 - Application of Additive Manufacturing
Introduction to Blockchain Technology
Impact 4 - Applications of Blockchain Technology
Introduction to Artificial Intelligence (AI)
Impact 5 - Applications of Artificial Intelligence (AI)
Introduction to Augmented Reality; Virtual Reality and Mixed Reality
Impact 6 - Applications of Augmented Reality; Virtual Reality and Mixed Reality
Introduction to Cloud Computing
Impact 7 - Applications of Cloud Computing
Introduction to Robotic Process Automation (RPA)
Impact 8 - Applications of Robotic Process Automation (RPA)
Impact 9 - Applications of Robotics and Automation
Impact 10 - Applications of Computer Simulation
Impact 11 - Horizontal and Vertical Integration
XaaS - As-A-Service Business Models
Impact 12 - New Business Models
Workbook Questions - The Impact of Industry 4.0 on Customer Experience
3 Topics
Customer Journey in Industry 4.0 - Part 1 of 4
Customer Journey in Industry 4.0 - Part 2 of 4
Workbook Questions - Customer Journey in Industry 4.0
12 Topics
Introduction
Adoption Challenge 1 – Data Leveraging Challenges
Adoption Challenge 2 – Organizational Challenges
Adoption Challenge 3 – External Environment Challenges
Adoption Challenge 4 – Legal and Regulation Challenges
Adoption Challenge 5 – Cyber Security Challenges
Adoption Challenge 6 – Infrastructure Challenges
Adoption Challenge 7 – Inter-Operability and Standardization
Adoption Challenge 8 – Technology Challenges
Adoption Challenge 9 – Financial Challenges
Adoption Challenge 10 – Skillset Gap and Related Challenges
Workbook Questions - Adoption Challenges of Implementing Industry 4.0
13 Topics
Introduction
Driver 1 - Faster Time-to-Market (TTM) and Matching the Supply-Demand
Driver 2 - Organizational Drivers
Driver 3 - Better CX
Driver 4 – Increasing Efficiency
Productivity and Reducing Wastage
Driver 5 – Demand for Better Quality
Driver 6 – Labour and Skill Shortages
Driver 7 – Need for an Agile and Resilient Supply Chain
Driver 8 – Technology Drivers and Enablers
Driver 9 – Financial Drivers
Driver 10 – Competition and Market Drivers
Workbook Questions - Drivers of Implementing Industry 4.0
2 Topics
Industry 4.0 Implementation Framework
Workbook Questions - Industry 4.0 Implementation Framework and Case Studies
1 Topic
Conclusion
Customer Experience (CX) in Industry 4.0
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