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Many education organizations believe that if they have digital content (online learning, social learning, virtual instructor-led learning) that they have successfully navigated digital transformation. The missing component in this belief is the customer experience and the ease with which a customer can do business with the education organization, digitally. This report looks at three variables, purchasability, findability, and communicability, and discusses the user experience in the context of a customer experience scorecard that includes rating the experience based on success, effort, and emotion.
Distinguished Vice President, Education Services Research, TSIA
Publish Date: September 28, 2021
TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.
Peg Rodarmel, SVP, Subscription Services, Infor
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