Customer Experience Design 6

- Identify key and emerging trends affecting the consumer behavior; - Understand Consumer Behavior and Customer Experience and identify needs and motivations of different customers; Identify segments and develop personas to align the marketing mix and the operating models with the customer; - Assess and address gaps in customer experience execution; - Capture and leverage the voice of the customer to adjust priorities and improve products, services and marketing-mix; - Draw the customer journeys and develop the multichannel and digital customer experience; - Plan and measure the delivery of an improved customer experience; - Understand the challenges and barriers to implement a customer centric organization