Study Guide

Objective

You can design, assess, and lead the operation of people and groups in the change processes of digital services.

You can use virtual and hybrid management and digital work processes in managing service processes.

You can assess and analyse customer relationship components in the development and management of digital service processes.

You can use the tools of customer relationship management in managing and developing digital service processes.

You can use in a multidisciplinary way various tools to promote productivity, quality, and customer experience in the development and management of digital services processes, automation, and artificial intelligence.

Content

How can the theories of change management be used in developing digital service processes?

What does the successful change process require and enable in the development and management of digital service processes?

How can virtual and hybrid management and digital work processes be used in service process management?

How can customer relationships and customer experience be assessed in developing digital service processes?

How is quality and productivity improved, maintained, assessed and used in the service processes by producing customer value?

How can the tools of customer relationship management, artificial intelligence and automatisation be used in
the management of digital service processes?