LAPT
London Academy of Professional Training
Master Certificate
Level 6-7
Leadership
Retail Industry
Master Certificate in Retail Customer Experience Management
REF: RT-RSC-L
Prerequisites
None
Awarding Body: LAPT — London Academy of Professional Training
Curriculum Overview
1
Strategic Planning for Customer Experience
Understanding the Foundations of Customer Experience
Analyzing Customer Insights and Behavior
Designing a Customer-Centric Strategy
Implementing Strategic Customer Experience Initiatives
Evaluating and Improving Customer Experience Strategies
2
Leadership in Organisational Change
Understanding Organisational Change in Retail
Leadership Styles and Their Impact on Change Management
Communicating Change: Strategies for Retail Leaders
Building Resilience and Adaptability in Retail Teams
Evaluating Change Initiatives: Metrics and Improvement
3
Customer Journey Mapping and Improvement
Understanding the Retail Customer Journey
Mapping Customer Experiences in Retail
Identifying Pain Points and Opportunities
Designing Improvements for Customer Engagement
Measuring Impact and Continuous Improvement
4
Innovation in Customer Experience
Understanding Customer Behavior and Expectations
Designing Innovative Customer Experience Strategies
Implementing Technology-Driven Enhancements
Personalization and Customer Engagement Techniques
Evaluating and Optimizing Customer Experience Innovations
5
Advanced Data Analysis and Insights
Fundamentals of Retail Data Analysis
Understanding Customer Behaviour Through Data
Advanced Analytical Methods for Retail Insights
Data-Driven Decision Making in Retail
Leveraging Big Data for Enhanced Customer Experiences
6
Strategic Customer Experience Leadership
Understanding the Evolution of Retail Customer Experience
Designing a Customer-Centric Strategy
Implementing Advanced Customer Engagement Techniques
Leadership and Team Management in Customer Experience
Measuring and Analyzing Customer Experience Success
Assessment Breakdown
Passing Mark: 325 / 500 (65%)
How to Enrol
Website: lapt.org
Email: info@lapt.org
Phone: +44 7513 283044
Address: 85 Great Portland Street, W1W 7LT, United Kingdom
Hours: Monday – Friday, 9AM – 5PM