CZRM 930 - Omnichannel Customer Experience
Course Description
Focused on cross-channel customer engagement, this course provides an entry-level look at unified retail operations and brand consistency across in-person and online shopping experiences. Learners examine cross-channel service standards, including store-level workflows for Buy Online Pick Up In-Store (BOPIS) and Buy Online Return In-Store (BORIS). Learners also identify common customer friction points and explore practices that connect digital and physical interactions, enhancing their ability to manage seamless fulfillment processes at the store level.
Learner Outcomes
You will learn to:
- Map the customer journey to identify and optimize key omni-channel touchpoints.
- Identify common customer friction points between online and in-store touchpoints.
- Execute store fulfillment procedures for BOPIS orders and BORIS returns accurately.
- Apply unified service guidelines to deliver a consistent brand experience on the sales floor.
What to Expect
Develop practical, career-ready skills through a focused learning experience designed around real-world application.
You’ll work through practical activities and workplace-relevant scenarios that help you identify customer friction points, navigate cross-channel service situations, and apply fulfillment and service practices to create more seamless customer experiences. You’ll also benefit from the expertise and guidance of an experienced instructor as you progress through the course.
Rather than simply testing what you know, the course gives you the opportunity to demonstrate what you can do through a practical, competency-based assessment built around a realistic work scenario.
Earn a Microcredential
Demonstrate your skills and earn a Curv microcredential.
A microcredential recognizes your ability to apply specific knowledge and skills to a defined standard. As part of this course, you will have the opportunity to demonstrate your competency through a practical, workplace-relevant assessment.
In this course, you will demonstrate your ability to manage omnichannel customer experiences using cross-channel service and fulfillment practices to support seamless and consistent retail interactions.
Successfully demonstrate the required competency and you will earn a Curv microcredential from The Chang School, a recognized credential that validates your skills and can be showcased to employers across your professional networks.
Notes
This course is offered in an online, primarily asynchronous format.
Asynchronous learning means that you will not typically have to be online at specific times. You will engage with course material through online content and activities that you can work through independently. You will have deadlines for assignment and assessment submissions.
Your instructor may also include occasional scheduled sessions for Q&As or discussion activities using web-conferencing tools such as Zoom or Google Meet. Details will be included in your course outline, which will be available on the first day of class.
If you have questions about enrolling in a course or need assistance, contact ce@torontomu.ca.