Strategic Digital Customer Experience for Directors Training Course, offered by Oxford Training Centre, is a high-level executive development programme designed to equip senior leaders with the tools, frameworks, and strategic insight needed to lead digital customer experience (DCX) initiatives at the organisational level.
Positioned within the scope of specialised Customer Service Training Courses, this course focuses on strategic direction, executive decision-making, and leadership approaches for improving customer experience in digital environments. Directors and senior managers play a pivotal role in shaping how organisations respond to the evolving expectations of digital-first customers—this training empowers them to lead that transformation.
Through a strategic lens, the course explores how customer experience strategy aligns with enterprise objectives, technology roadmaps, and brand identity. From optimising digital touchpoints to fostering cross-functional CX collaboration, the programme ensures participants gain the leadership capabilities required to innovate and scale digital customer journeys across platforms.
Designed specifically for decision-makers, this digital customer experience for directors course bridges the gap between digital innovation and customer-centric thinking. Participants will leave with a well-defined CX vision and an actionable plan to embed strategic customer experience across digital operations.
Objectives
- Understand the principles of digital customer experience for directors and how it aligns with business transformation strategies.
- Develop a digital CX vision that supports long-term organisational goals and customer expectations.
- Evaluate the role of leadership in transforming customer experience at leadership level, driving culture change, and influencing performance.
- Analyse customer behaviour across digital touchpoints and apply journey mapping techniques for strategic planning.
- Identify metrics and KPIs for measuring success in digital customer engagement for leaders.
- Drive innovation through collaboration between CX, IT, marketing, and operations teams.
- Apply structured governance models for digital CX programmes, ensuring scalability and consistency.
- Implement actionable plans for digital experience optimization for executives, focusing on personalisation, automation, and platform integration.
Target Audience
- Managing Directors, CEOs, and C-Suite Executives responsible for setting strategic direction and leading digital transformation.
- Chief Customer Officers, Heads of Customer Experience, and Digital Strategy Directors seeking structured guidance in customer experience strategy for executives.
- Senior Leaders and Board Members overseeing enterprise-level customer experience, performance, and engagement.
- Department Heads in Marketing, IT, Digital, or Operations who are directly responsible for CX initiatives or digital platforms.
- Programme Managers and Transformation Leaders tasked with executing cross-functional CX strategies.
- Professionals enrolled in executive development tracks or succession planning for board-level roles in service-intensive organisations.
How Will Attendees Benefit?
- Lead the design and execution of a strategic DCX training course aligned with their organisation’s unique goals.
- Develop a competitive advantage by embedding digital CX strategy into enterprise planning and brand delivery.
- Understand and apply advanced methodologies for customer experience for senior management, bridging business goals with digital enablement.
- Strengthen their role as sponsors and champions of customer-centric digital change across business units.
- Interpret digital CX data and insights for executive-level reporting and agile decision-making.
- Elevate digital service standards while maintaining commercial viability and operational scalability.
- Gain clarity on how to integrate CX innovation and digital strategy into long-term digital roadmaps.
- Position their organisations as leaders in delivering seamless, humanised, and tech-driven customer experiences.
Course Content
Module 1: The Strategic Value of Digital Customer Experience (DCX)
- Understanding the business case for digital customer experience
- DCX as a driver of brand differentiation and market share
- Linking CX strategy to executive priorities and ROI
Module 2: Leadership Roles in Customer-Centric Digital Transformation
- The executive role in leading CX transformation initiatives
- Culture building for customer-centric organisations
- Creating alignment across leadership, governance, and operational teams
Module 3: Digital Customer Journey Mapping for Directors
- High-level journey mapping frameworks for executive planning
- Identifying gaps and opportunities in digital interactions
- Integrating journey data into strategic decision-making
Module 4: CX Strategy Development and Execution
- Structuring a strategic plan for customer experience improvement
- Aligning CX goals with enterprise vision and performance indicators
- Managing stakeholder expectations and communication
Module 5: Data-Driven Decision Making in DCX
- Leveraging digital analytics and behavioural data at the leadership level
- Understanding customer voice metrics and CX KPIs
- Turning insight into executive action
Module 6: Cross-Functional CX Leadership and Governance
- Leading CX initiatives across silos and departments
- Building CX-focused leadership teams and committees
- Governance models for sustainable DCX programme management
Module 7: Customer Experience Innovation and Technology Trends
- Exploring emerging tools and platforms for CX transformation
- Digital personalisation, AI, automation, and omnichannel solutions
- Innovating with customer-centric design and technology
Module 8: Risk, Compliance, and Ethical CX Leadership
- Navigating data protection, accessibility, and regulatory frameworks
- Ethical leadership in customer data handling and automation
- Balancing innovation with legal and ethical responsibility
Module 9: Strategic Planning for CX Improvement
- Building long-term CX roadmaps
- Prioritisation frameworks for digital initiatives
- Aligning CX investments with business performance
Module 10: Case Studies and Executive Leadership Workshops
- Reviewing global best practices in director-level CX training course
- Interactive workshops and simulation exercises for boardroom decisions
- Peer collaboration and scenario-based strategic planning