Customer Experience (CX) in Industry 4.0
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;
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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.
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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).
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Section 3 – The Impact of Industry 4.0 on Customer Experience (CX) – Explore the evolution of Industrial Revolutions from the 1st
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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.
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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!
Introduction
Introduction to Customer Experience
Introduction to Customer Experience (CX)
Introduction to the Customer Life Cycle
Stage 1 - Awareness
Stage 2 - Research
Stage 3 - Comparison
Stage 4 - Purchase
Stage 5 - Retention
Introduction to Industry 4.0 and the Industry 4.0 Environment
Introduction to Industry 4.0
Introduction to Industry 4.0 Environment
The Impact of Industry 4.0 on Customer Experience
The Impact of Industry 4.0 on Customer Experience
Impact 1 - Increased transparency of the Supply Chain
Impact 2 - Real-time Information
impact 3 - Integration of Customer Data
Impact 4 - Multi-Channel Integration
Impact 5 - Digital Customer Relationship Management (CRM)
Impact 6 - Merging the Digital and the Physical Stores
Impact 7 - Expansion of Social Commerce
Impact 8 - Creating Micro-moments for Customers
Impact 9 - Personalized Supply Chains
Impact 10 - Customer Analytics
The Benefits of Industry 4.0 on Customer Experience (CX)
Introduction to The Benefits of Industry 4.0 on Customer Experience (CX)
Comparison of Traditional CX and Industry 4.0 CX
Benefit 1 - Reduced selling and administrative cost
Benefit 2 - Enhancing sales and account management efficiency
Benefit 3 - Improved Customer Retention
Benefit 4 - Timely and reliable delivery information to end customer
Benefit 6 - Optimizing customer use
Benefit 7 - Improving customer uptime
Benefit 8 - Increasing services and spares capture
Industry 4.0 Ready Customer Road-map
Introduction to Industry 4.0 Ready Customer Road-map
Key Point 1 - Create a holistic view of your business
Key Point 2 - Consistency of the brand values and principles in all touchpoints
Key Point 3 - Use advanced analytics to map use case scenarios
Key Point 4 - Build trust, transparency and integrity
Key Point 5 - Encourage customers to be a part of the processes
Barriers of Implementing Industry 4.0
Introduction to Barriers in Implementing Industry 4.0
Barrier 1 - High Cost of Implementation
Barrier 2 - Privacy Issues and Concerns
Barrier 3 - Lack of skilled staff
Barrier 4 – Technology integration Issues
Barrier 5 – Lack of standardization and co-ordination across industries
Introduction to the Drivers of Implementing Industry 4.0
Introduction to the Drivers of Implementing Industry 4.0
Driver 1 - Faster Time to Market
Driver 2 – Challenges in matching the Supply and Demand
Driver 3 – Better Customer Experience (CX)
Driver 4 – Increasing efficiency and productivity in business processes
Driver 5 – Demand for better Quality
Driver 6 – Tech-augmented Worker
Driver 7 – The Digital and Agile Supply Chain
Driver 8 – Better Asset Utilization
Summary of the Course
Summary of the Course
Conclusion
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