Customer Experience (CX) in Industry 4.0
3.5 (4 ratings)
Course Ratings are calculated from individual students’ ratings and a variety of other signals, like age of rating and reliability, to ensure that they reflect course quality fairly and accurately.
9 students enrolled

Customer Experience (CX) in Industry 4.0

Creating an engaging and rich Customer Experience (CX) in Industry 4.0
3.5 (4 ratings)
Course Ratings are calculated from individual students’ ratings and a variety of other signals, like age of rating and reliability, to ensure that they reflect course quality fairly and accurately.
9 students enrolled
Last updated 5/2020
English
English [Auto]
Current price: $13.99 Original price: $19.99 Discount: 30% off
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This course includes
  • 1.5 hours on-demand video
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
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What you'll learn
  • Discover what Customer Experience is
  • Explore the Customer Life Cycle
  • Discover what Industry 4.0 is
  • Explore the Industry 4.0 Environment
  • Discover the Impact of Industry 4.0 on Customer Experience
  • Discover the benefits of Industry 4.0 on Customer Experience
  • Learn how to build an Industry 4.0 Ready Customer Experience (CX) Road-map
Requirements
  • Curiosity to learn about the strategies to build a great customer experience for your business
  • Curiosity about the future trends in business and technology
Description

Did you know that the world economy and humanity is at the verge of one of the most transformational periods in history of mankind?

Have you heard about the 'Industrial Revolutions'; which from time to time transformed the course of humanity? The first industrial revolution was powered by mechanization, water power and steam power. The second industrial revolution was powered by the mass production of products such as the famous Henry Ford's Model-T car, assembly lines and electricity. The third industrial revolution was powered by computerization and automation.

Now, the fourth industrial revolution, known as 'Industry 4.0' will be powered by Cyber Physical Systems, Artificial Intelligence (AI) and Robotics is set to unleash the next wave of disruption at an unprecedented scale and force!

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A course with a simple and comprehensive beginner's guide to Customer Experience (CX) in Industry 4.0!

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In this course, there are six sections which cover over 35 lectures worth over 1.5 hours of content;

  • Section 1 - Introduction to Customer Experience - Discover what Customer Experience (CX) and learn about the 'Customer Life Cycle' which has three stages: Discover and Shop; Buy and Install; Use and Service. Explore the roadmap of customer interactions with your brand or business.


  • Section 2 - Introduction to Industry 4.0 - Discover what Industry 4.0 is, what the Industry 4.0 Environment is and the different kinds of Internets such as the Internet-of-Things (IoT), Industrial-Internet-of-Things (IIoT), Internet-of-Services (IoS) and the Internet-of-Everything (IoE).


  • Section 3 - The Impact of Industry 4.0 on Customer Experience (CX) - Explore the evolution of Industrial Revolutions from the 1st


  • Section 4 - The Benefits of Industry 4.0 on Customer Experience (CX) - Learn about the Industry 4.0 Design principles which are Interoperability, Virtualization, Decentralization, Modularity, Real-Time Capability, Service Orientation and Information Transparency.


  • Section 5 - Industry 4.0 Ready Customer Experience Roadmap - Discover the challenges of Industry 4.0 which include IT Security Challenges, Capital Investments, Reliability and Machine-to-Machine (M2M) Communication, Jobs, Skill-set as well as Legal and Compliance Issues. The Internet-of-Things (IoT) Reference Model is discussed in a dedicated lecture to highlight the layered architecture of IoT.

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Jump right in to learn and discover about all of the amazing and transformative content on Customer Experience in Industry 4.0 and be updated with latest trends in the world of tech and business! Be a part of Industry 4.0!

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About the Author: Hi, I'm Deshan and I'm a Digital Transformation Consultant. I have a M.Sc. in Technology Management (Pending) from the Staffordshire University, UK as well as First Class Honors in B.Sc. (Applied Information Technology) from the Staffordshire University, UK. I also have around 6 years of experience in coding websites and software; creating multimedia, illustrations and graphics as well as computer simulation and 3D modelling! Feel free to ask any question regarding Digital Transformation and Digital Disruption in the forum!

Who this course is for:
  • Anyone who is curious to learn about Customer Experience in Industry 4.0
  • Professionals who want to learn how Industry 4.0 is transforming the Customer Experience
  • Business Owners who want to learn how to create an future-proof customer experience
Course content
Expand all 38 lectures 01:14:38
+ Introduction to Customer Experience
7 lectures 11:48

Introduction to Customer Experience (CX)

Preview 01:53

Introduction to the Customer Life Cycle

Introduction to the Customer Life Cycle
01:40

Stage 1 - Awareness

Stage 1 - Awareness
02:03

Stage 2 - Research

Stage 2 - Research
00:54

Stage 3 - Comparison

Stage 3 - Comparison
01:37

Stage 4 - Purchase

Stage 4 - Purchase
01:28

Stage 5 - Retention

Stage 5 - Retention
02:13
+ Introduction to Industry 4.0 and the Industry 4.0 Environment
2 lectures 06:44

Introduction to Industry 4.0

Preview 01:59

Introduction to Industry 4.0 Environment

Industry 4.0 Environment
04:45
+ The Impact of Industry 4.0 on Customer Experience
11 lectures 23:56

The Impact of Industry 4.0 on Customer Experience

Preview 03:47

Impact 1 - Increased transparency of the Supply Chain

Impact 1 - Increased transparency of the Supply Chain
03:05

Impact 2 - Real-time Information

Impact 2 - Real-time Information
02:28

impact 3 - Integration of Customer Data

impact 3 - Integration of Customer Data
01:49

Impact 4 - Multi-Channel Integration

Impact 4 - Multi-Channel Integration
02:29

Impact 5 - Digital Customer Relationship Management (CRM)

Impact 5 - Digital Customer Relationship Management (CRM)
01:56

Impact 6 - Merging the Digital and the Physical Stores

Impact 6 - Merging the Digital and the Physical Stores
01:55

Impact 7 - Expansion of Social Commerce

Impact 7 - Expansion of Social Commerce
01:36

Impact 8 - Creating Micro-moments for Customers

Impact 8 - Creating Micro-moments for Customers
01:34

Impact 9 - Personalized Supply Chains

Impact 9 - Personalized Supply Chains
01:36

Impact 10 - Customer Analytics

Impact 10 - Customer Analytics
01:41
+ The Benefits of Industry 4.0 on Customer Experience (CX)
9 lectures 17:12

Introduction to The Benefits of Industry 4.0 on Customer Experience (CX)

Preview 00:43

Comparison of Traditional CX and Industry 4.0 CX

Comparison of Traditional CX and Industry 4.0 CX
01:40

Benefit 1 - Reduced selling and administrative cost

Benefit 1 - Reduced selling and administrative cost
01:35

Benefit 2 - Enhancing sales and account management efficiency

Benefit 2 - Enhancing sales and account management efficiency
01:47

Benefit 3 - Improved Customer Retention

Benefit 3 - Improved Customer Retention
02:28

Benefit 4 - Timely and reliable delivery information to end customer

Benefit 4 - Timely and reliable delivery information to end customer
02:07

Benefit 6 - Optimizing customer use

Benefit 6 - Optimizing customer use
02:44

Benefit 7 - Improving customer uptime

Benefit 7 - Improving customer uptime
01:54

Benefit 8 - Increasing services and spares capture

Benefit 8 - Increasing services and spares capture
02:14
+ Industry 4.0 Ready Customer Road-map
6 lectures 11:03

Introduction to Industry 4.0 Ready Customer Road-map

Preview 00:36

Key Point 1 - Create a holistic view of your business

Key Point 1 - Create a holistic view of your business
01:19

Key Point 2 - Consistency of the brand values and principles in all touchpoints

Key Point 2 - Consistency of the brand values and principles in all touch-points
02:38

Key Point 3 - Use advanced analytics to map use case scenarios

Key Point 3 - Use advanced analytics to map use case scenarios
02:58

Key Point 4 - Build trust, transparency and integrity

Key Point 4 - Build trust, transparency and integrity
01:34

Key Point 5 - Encourage customers to be a part of the processes

Key Point 5 - Encourage customers to be a part of the processes
01:58
+ Summary of the Course
2 lectures 02:30

Summary of the Course

Summary of the Course
01:57

Conclusion

Conclusion
00:33