Description

Introduction:

Delivering seamless, personalized, and frictionless customer experiences is essential for modern retailers. Manhattan Active Omni empowers organizations to unify customer interactions, streamline service across channels, and enable real-time engagement. This course focuses on leveraging Manhattan Active Omni to optimize the customer experience (CX) across the entire buying journey — from discovery and order placement to fulfillment and post-sale service. It is designed for customer service managers, digital commerce leaders, UX designers, and business analysts seeking to improve omnichannel engagement and satisfaction using the platform’s intelligent tools and features.

Prerequisites:

Participants should have:

• A basic understanding of omnichannel retail and customer engagement strategies.

• Familiarity with CRM or order management systems.

• Knowledge of customer service workflows or call center operations.

• (Optional) Experience with Manhattan Active Omni or related platforms.

Table of Contents:

1. Introduction to Customer Experience (CX) in Omnichannel Retail

• 1.1 Defining Modern CX Expectations

• 1.2 Customer Journey Mapping

• 1.3 Importance of Unified Engagement and Service

2. Manhattan Active Omni Overview for CX

• 2.1 Unified Commerce and Real-Time Orchestration

• 2.2 Role of Active Omni in Customer Engagement

• 2.3 Integrating Customer Data, Orders, and Inventory

3. Customer Profile Management

• 3.1 Centralized Customer Records

• 3.2 Viewing Order History, Preferences, and Touchpoints

• 3.3 Personalization Capabilities and Consent Management

4. Empowering Customer Service Representatives (CSRs)

• 4.1 Service Desk Interface and Navigation

• 4.2 Order Lookup, Status Updates, and Modifications

• 4.3 Handling Cancellations, Returns, and Refunds

5. Omnichannel Communication and Engagement

• 5.1 Notification Templates and Triggers (Email, SMS)

• 5.2 Proactive Communication During Order Lifecycle

• 5.3 Real-Time Alerts for Service Disruptions

6. Seamless Returns and Exchange Experiences

• 6.1 Streamlining the Return Process

• 6.2 Return-to-Store vs Return-to-Warehouse Scenarios

• 6.3 Exchange and Replacement Order Handling

7. Customer Journey Optimization Tools

• 7.1 Leveraging Journey Analytics and Drop-off Analysis

• 7.2 Identifying Friction Points

• 7.3 Using Data to Refine Service Processes

8. Personalization and Loyalty Integration

• 8.1 Applying Business Rules for Tailored Experiences

• 8.2 Integration with Loyalty and Reward Systems

• 8.3 Promoting Offers Based on Order/Behavior History

9. Real-Time Inventory and Delivery Promises

• 9.1 Communicating Accurate Availability and Delivery Windows

• 9.2 Managing Expectations for Backorders and Delays

• 9.3 Enhancing Trust Through Transparency

10. Monitoring, Feedback, and Continuous Improvement

• 10.1 Customer Satisfaction (CSAT) and NPS Integration

• 10.2 Capturing and Acting on Customer Feedback

• 10.3 Using Analytics to Drive Service Enhancements

Manhattan Active Omni empowers retailers to deliver exceptional customer experiences through real-time data, seamless service, and intelligent personalization. This course equips participants to design and execute CX strategies that build loyalty, reduce service friction, and enhance satisfaction. Graduates will be prepared to use Active Omni as a cornerstone for customer-centric retail transformation.