Embed Size (px)
Citation preview
1
Series 1: The Customer-First MindsetAn 8-week learning series with strategies and tools to make a difference NOW
EXPERIENCE MAKERSCOMMERCE LEARNING SERIES
2
ContentsWhat is the Experience Makers Commerce Learning Series?
What will I learn
Who is this series for?
Why is Adobe investing in this?
The Experience Makers manifesto: Empowering you
Our teaching philosophy
Series syllabus
Apply for the first intake
3
4
5
7
8
8
10
13
What is the Experience Makers Commerce Learning Series? The Adobe Experience Makers Commerce Learning Series is a tertiary-standard online course for commerce marketers with no time to waste.
We bring the fun to commerce fundamentals. It covers the same type of knowledge you’ll find in a traditional MBA — without the heavy theory and textbooks. If you’re working in the ever evolving commerce environment, it’s likely you don’t have time for that approach.
This is the course for people who care about learning and applying practical concepts, tips and tools MORE than they care about letters after their name.
3
What will I learn?
The first program in the Commerce Learning Series is divided into 5 courses. Over 8 weeks the courses will cover:
1. The Customer-First mindset - understanding the impact of CFM
2. Know your customer - persona profiling and journey mapping
3. The ROI of CFM - the business impact behind the CX imperative
4. Advocating CFM to the C-Suite - how to drive change and communicate with internal stakeholders
5. The CFM Boardroom Canvas - developing a unique roadmap that puts your customer at the heart of your business
The flagship program will culminate in an exclusive workshop hosted by Martin Lindstrom that will empower you to become a persuasive and effective agent of change within your organisation.
4
Who is this series for?If commerce is your bread and butter, the Experience Makers Commerce Learning Series is for you.
YOU = motivated to create transform your organisation from within to drive growth and expand your commerce footprint across the region
5
Managers in commerce, digital marketing, customer service and related disciplines
Senior marketers ripe for a refresh on the changing commerce landscape
Emerging commerce leaders ready to add to their commerce toolkit
Customer advocates looking to inspire extraordinary CX
Marketers ready to drive change and commerce sales
Digital teams across retail, manufacturing, financial services and more
Your business profile
● From small-to-medium businesses to enterprise
● Online and/or physical commerce presence
● Mature startups ready to scale and grow
● Digital natives online and traditional brands undergoing transformation
Sign up if you want to
● Boost your commerce capabilities online
● Drill into core customer experience concepts to bolster your marketing foundations
● Understand the elements of an omnichannel experience and actionable insights to help you get there
● Examine fulfillment options in a post-pandemic world and the impact of personalisation and technology
● Drive digital transformation from a traditional offline presence
● Expand your channels without diluting your brand equity
● Find new ways to reach existing customers
6
Why is Adobe investing in this?Adobe is the global leader in commerce tools - and we want to share our expertise to help you boost commerce sales with the right strategies AND tactics.
We’re supporting the next generation of commerce leaders to:
● Find your inspiration at work
● Step up your commerce confidence
● Boost your effectiveness (and get other people noticing)
Why? Because we see you. You might:
● Be too busy executing tactics to keep up with strategy and changing market conditions
● Lack internal expertise to mentor you as an emerging commerce leader
● Hypercompetitive marketplace as commerce evolves post-2020
● Lack of a cohesive omnichannel experience for a friction-free customer journey
You don’t need to know, or even have to access, Magento or any other Adobe products.
7
The Experience Makers manifesto: Empowering you
Our teaching philosophy
● Learning journeys are personal
● Content is recent and relevant
● Regular progress checks help guide our learning
● Information is broken into achievable nuggets
● Celebrate your progress
● Value student time
● Provide choice of learning format
● Complexity is the enemy of understanding
8
At a glance
Places Apply to join the first round of 100 marketers
Start date 27 July 2021 for first round + staggered starts available
Time commitment ~1 hour a week + optional activities
Orientation Get hands on with learning tools, meet your peers, and personalise your learning journey at Kickstart Day
The Experience Makers Commerce Learning Series has been designed by teaching experts to empower you through different learning models and ways of engaging with the course content.
My learning outcomes... How I’ll get there...
I am empowered to learn on my own terms to match my needs
Student-centric learning - you are at the heart of everything we teach.Micro-learning - break down big concepts into bite-sized chunks Blended learning - from synchronous (learning together) to asynchronous (self-directed) learning
I can apply what I learn to my current and future workplaces
Workplace learning - high transfer of learning to your current and future roles
Mentoring - support from smart marketers
I don’t know it yet… but I can find out
Growth Mindset learning - building resilience and confidence in discovering and mastering the unknown
9
Series syllabus
Series 1: The customer-first mindset
10
�e Customer-Firstmindset
Know yourcustomer
Advocatingfor CFM
Agents for changeWorkshop withMartin Lindstrom
Omnichannel
EXPERIENCE MAKERSCOMMERCE LEARNING SERIES
Kickstart Day
S1
C6
C2
C3
C5
S2
BlueSkylearning
C1
C7
�eROI ofCFM
C4
UnderstandingCFM
A.I.,personalisation and ful�lment
S3
�e CFMbusinesscanvas
Week 1: BlueSky Learning andthe Customer-First mindset (CFM)
This course introduces core CFM concepts including the distinction between CX, customer service and CFM, and the importance of transforming within your organisation with Customer-First strategies. You will conduct a simple business audit to identify the barriers to CFM within your business.
● The impact and importance of CFM ● CFM as an organisational cornerstone ● CFM and the business agenda ● Definitions: CFM vs CS vs CX
10
Week 2: Know your customer
We now turn our gaze to our customers. You will learn how to profile your First Follower, and use this to map their customer journey and path to purchase.
● How to profile your customers ● Your First Follower ● Customer journey mapping
Week 3: The ROI of CFM
Investment in experience demands a return. In the ROI of CFM, we will show you how your efforts will have a direct impact on revenue, growth, loyalty and retention.
● The case for CX ● Success factors for brands ● eCommerce ROI
11
Week 4: Advocating CFM to your C-Suite
Without support from the C-suite, your plans won’t make it very far. This course explains how to build a business case for CFM and what C-suite executives in each department want to know before signing off.
● Building the business case ● Being an effective agent for change ● How to talk to your CMO/CEO/CRO/CFO/CIO
Week 5: The CFM Boardroom Canvas
The penultimate course in the first series will consolidate all of your learnings from the series into the beginnings of a boardroom plan for your organisation’s transformation.
Graduation Workshop: Agents for Change The Customer-First Mindset with Martin Lindstrom
In this exclusive workshop with leading culture and business transformation expert, Martin Lindstrom, we will dive in and workshop how to first, transform ourselves, so that we can start being an agent of change within our own organisation and beyond.
12
Apply for the first intake Take the 2-minute application pre-screening quiz to determine if the Experience Makers Commerce Learning Series is right for you.
Take the quiz
© 2021 Adobe. All rights reserved.Adobe, the Adobe logo are either registered trademarks or trademarks of Adobe in the United States and/or other countries.
12
