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SECTION One: THE FIVE FORCES OF CUSTOMER EXPERIENCE
Curriculum
5 Sections
13 Lessons
10 Weeks
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CHAPTER 1: Formula 1’s Race Toward Personalization
4
1.1
BUILDING ON ITS GREATEST ASSET
10 mins
1.2
WITHOUT CONNECTED DATA, PERSONALIZATION ISN’T EASY
10 mins
1.3
A NEW ERA OF DATA-BASED FAN ENGAGEMENT
10 mins
1.4
GETTING TO THE FINISH LINE
10 mins
CHAPTER 2: How the Customer 360 Approach Provides Value
1
2.1
NOTE
10 mins
CHAPTER 3: Customer 360 in Action: Some Common Tactics
1
3.1
Customer 360 in Action: Some Common Tactics
10 mins
CHAPTER 4: The Five Forces of Customer 360
3
4.1
THE FIVE FORCES OF COMPETITIVE STRATEGY
10 mins
4.2
PUTTING TOGETHER A STRATEGY
10 mins
4.3
NOTES
10 mins
CHAPTER 5: What Do Customers Want Right Now?
4
5.1
WHERE ARE ALL THE CUSTOMERS?
10 mins
5.2
ATTITUDES TOWARD PERSONALIZED EXPERIENCES
10 mins
5.3
FRUSTRATIONS AND EXPECTATIONS ABOUT PERSONALIZATION
10 mins
5.4
EXPECTATIONS AROUND PRIVACY AND CONTROL
10 mins
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