Training Course CX & Omnichannel Excellence

Learning Outcomes

Gain a clear understanding of omnichannel marketing and how it differs from multi-channel strategies.

Develop insights into current consumer media consumption trends and buyer behaviours to inform marketing strategies.

Learn how to effectively map diverse customer journeys, including traditional, digital, and direct-to-consumer paths.

Apply CX mapping techniques to enhance and design new customer journeys across channels.

Understand the role of technology and data in real-time personalization and activation within an omnichannel strategy.

Build an integrated, actionable omnichannel strategy that effectively connect all marketing channels and touchpoints.

Tools & Resources

Take home a series of tools and templates to apply your knowledge on the job and drive forward your CX & Omnichannel efforts.

Resource & reading

Omnichannel marketing workbook

Integrated marketing framework

Persona mapping template

CX canvas

Exercises

CX mapping & auditing

CX design & simulation

Integrated marketing mapping

Scenarios & simulations

Learners are given a scenario to audit the current omnichannel experience, recommend ways to optimise it and present their findings back to a marketing director (role play).

Instructor: Rachael Smith

Over a decade in the game, Rachael has extensive marketing experience in Entertainment Media, Publishing, Events and Education for B2B and B2C audiences.

Joined the LXA team as its first official employee when the business launched, Rachael has been instrumental in its growth and development across all events, courses and resource products. As a hands-on 'Fat-T' marketer, she has a breadth of knowledge across content, operations, campaigns and strategy, and more, unafraid to roll up her sleeves and find creative solutions to complex problems.

Rachael is passionate about testing, learning and optimising with an insatiable hunger for new knowledge. Her skill set proves transferable across a range of industries and campaigns boasting record label partnership campaigns for Ed Sheeran through to managing the digital content strategy for leading magazine brands such as Marie Claire and Women's Health to leading growth for LXA's Education Portfolio and AntiCon event series.