Digital Transformation for Retail Customer Experience Training Course

Participants can define the data foundations required for relevant and permissioned retail interactions.

• First-party data inventory covering identity, consent, transactions, behaviour and service interactions
• Customer data platform architectures: collection, resolution, profiles, audiences and activation
• Identity resolution rules for anonymous browsing, loyalty membership and household relationships
• Consent management aligned with purpose limitation, retention schedules and channel permissions
• Data-quality scorecards for completeness, timeliness, uniqueness, validity and accuracy
• Segment definitions combining lifecycle stage, propensity, value and product affinity

Participants can design connected retail propositions that link channels, services and fulfilment choices.

• Omnichannel proposition design linking store services, digital journeys and fulfilment choices
• Channel-role matrices distinguishing discovery, advice, transaction, collection and support
• Click-and-collect operating flows covering stock accuracy, handover and exception handling
• Endless-aisle assisted selling with mobile product data and order capture
• Returns journeys designed for policy clarity, refund speed and inventory recovery
• Service blueprints connecting frontstage interactions, backstage processes and enabling systems

Participants can apply experience-design methods to improve usability, accessibility and customer confidence.

• Design thinking discovery: observe, define, ideate, prototype and test
• Usability testing scripts measuring task completion, errors, confidence and time
• WCAG 2.2 accessibility criteria for retail journeys, content and interaction controls
• Information architecture using card sorting, tree testing and search-log analysis
• Mobile checkout design reducing form friction, payment failure and abandonment
• Content design standards for product discovery, availability and delivery expectations

Participants can design relevant retail communications and offers while applying customer-protection guardrails.

• Next-best-action rules combining context, inventory, margin and customer intent
• Recommendation approaches: collaborative filtering, content-based models and business rules
• Personalisation guardrails preventing creepiness, exclusion, excessive frequency and conflicting offers
• Triggered lifecycle messaging for onboarding, replenishment, lapse prevention and win-back
• Offer decisioning constraints covering eligibility, suppression, contact policy and profitability
• Human review points for automated decisions affecting vulnerable or dissatisfied customers

Participants can assess technology choices against customer experience, integration and delivery requirements.

• Composable commerce principles separating experience, commerce services, data and integration
• API-first integration patterns for product, price, stock, order and customer services
• Event-driven architecture supporting inventory updates, order status and behavioural signals
• Build-buy-partner decisions using strategic differentiation, total cost and vendor risk
• Legacy modernisation sequencing through strangler patterns, interfaces and controlled migration
• Non-functional requirements covering availability, latency, scalability, observability and recoverability

Participants can establish measures and tests that connect journey improvements with business outcomes.

• North-star metrics linked to customer value, commercial outcomes and strategic intent
• Funnel analysis from acquisition through browse, basket, checkout and repeat purchase
• Cohort retention analysis separating acquisition quality from post-purchase experience
• Voice-of-customer measures: NPS, CSAT, Customer Effort Score and complaint themes
• A/B test design specifying hypothesis, variants, guardrails, sample and decision rule
• Dashboard requirements connecting journey metrics, operational measures and financial results

Participants can align frontline roles, operating routines and recovery processes with digital services.

• Store associate tools supporting clienteling, product knowledge, inventory and order assistance
• Workforce adoption plans addressing role changes, skills, incentives and manager routines
• Agile product operating model: product teams, backlogs, sprint reviews and discovery
• Service recovery playbooks for stockouts, delivery failures, payment issues and complaints
• Retail operations metrics covering pick accuracy, queue time, fulfilment and returns
• Training needs analysis for frontline digital-service behaviours and escalation paths

Participants can identify governance controls that protect customers and support trusted digital retail services.

• Privacy-by-design controls for data minimisation, consent, access and retention
• PCI DSS scope considerations for payment journeys, tokenisation and third-party providers
• Threat modelling for account takeover, credential stuffing, fraud and API abuse
• Algorithmic fairness checks for segmentation, eligibility, recommendations and offer distribution
• Incident response roles for customer-data exposure, outage communications and remediation
• Vendor due diligence covering data processing, service levels, security and exit plans

Participants can produce a practical roadmap for implementing priority retail customer-experience improvements.

• Transformation vision translated into target journeys, capabilities, platforms and operating changes
• Value-versus-feasibility prioritisation scoring impact, effort, dependencies, risk and urgency
• Roadmap increments sequenced by customer pain, data readiness and technical foundations
• Business cases estimating benefits, investment, operating costs, risks and payback
• OKR design linking team outcomes with customer, commercial and operational measures
• 90-day application plan assigning owners, milestones, measures and governance reviews