Nottingham University Business School
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Digital Service Innovation for Executives

Improve and personalise the customer journey across an expansive scale using the most current digital resources.

Date: 16 March 2020

Jubilee Conference Centre, Jubilee Campus, Nottingham University

About the masterclass

Our one-day Digital Service Innovation masterclass will deliver current techniques for planning and executing digital service technologies. Customer retention, recommendations and sales can be widely improved by enhancing the customer experience (CX). Learn how to strengthen and personalise the customer journey and build a vast digital network of both Business to Business (B2B) and Business to Customer (B2C) partnerships.

Inspired by strategies employed successfully by senior managers around the world, you will create a new digital service strategy for your business and develop a plan for delivering your strategic objectives.

Who should attend this masterclass?

Senior leaders and key decision makers of medium to large organisations who wish to upgrade their digital service technologies, provide a smoother and more personalised customer experience and monetise the digital data they are surrounded by right now.

Digital Service Innovation brochure

Digital Service Innovation brochure

 

What you will learn

  • Discover how simple digital tools can provide essential insights into each customer’s individual requirements
  • Understand how to expand and deepen your digital ecosystem by building relationships both internally and externally
  • Learn how to track, monitor and engage your customers systematically at key touch points throughout their entire journey (minute by minute, or day by day)
  • Learn from real industry specific business cases how to implement cutting edge digital service strategies

Research shows that customers are most satisfied, likely to return and to recommend a product or service, if the customer experience is orchestrated every step of the way.

Dr Duncan Shaw, course designer and Assistant Professor in Information Systems, Nottingham University Business School

 

 

 

Participant fee: introductory price £850

Register for this masterclass

Masterclass structure and content

On completion of this masterclass, you will have designed your:

  • service innovation strategy to fit your business model and maybe change your business model
  • execution plan for your organisation including selling your ideas

Morning session

  • Registration
  • Welcome and Overview of Programme

Indicative content

  • What are the differences between products and services? it’s a spectrum, how to use both ends
  • Use customer journey strategies to help guide you and learn from customers at every step of the way
  • Individual work facilitated by Dr Duncan Shaw, course designer and Assistant Professor in Information Systems, Nottingham University Business School

Afternoon session

  • How to personalise each individual customer journey
  • Personalise your customer journey on a huge scale using digital resources
  • How to get closer relationships with B2B and B2C customers – all firms have both
  • Expanding the service capabilities of your whole organisation
  • Build and expand your internal and external ecosystem and expand your partner network
  • Individual work facilitated by Dr Duncan Shaw, course designer and Assistant Professor in Information Systems, Nottingham University Business School
  • Question and answer session and concluding discussions

Register for this masterclass

 

 

Executive Education

Nottingham University Business School
Jubilee Campus
Nottingham
NG8 1BB

telephone: +44 (0) 115 951 5273
email: executiveeducation@nottingham.ac.uk