This unit develops the technical, strategic, and cultural foundations needed to deliver Customer 360 personalization at scale. Students examine connected data architectures (data cloud, storage, and MDM), design a cohesive strategy, and plan governance and cultural practices that enable inclusive, data-driven engagement.
Learning Objectives
- Analyze the effects of disconnected versus connected customer data on personalization by mapping data sources, identifying integration gaps, and estimating impacts on customer experience metrics
- Apply strategic planning techniques to create a Customer 360 data strategy that aligns business goals with required data cloud, storage, and integration components
- Evaluate master data management (MDM) approaches and data storage architectures (e.g., data lake, warehouse, cloud) to recommend scalable, privacy-aware solutions that support personalization use cases
- Demonstrate methods to build an adaptive, data-driven culture by outlining stakeholder roles, governance and ethical/privacy practices, and inclusive engagement tactics for diverse customer populations
Curriculum
- 1 Section
- 10 Lessons
- 30 hours
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- Unit 2 — Building Data Foundations for Personalization10
- 1.1WITHOUT CONNECTED DATA, PERSONALIZATION ISN’T EASY20 mins
- 1.2PUTTING TOGETHER A STRATEGY20 mins
- 1.3ATTITUDES TOWARD PERSONALIZED EXPERIENCES20 mins
- 1.4THE EMERGENCE OF DATA CLOUD20 mins
- 1.5DATA STORAGE20 mins
- 1.6MASTER DATA MANAGEMENT20 mins
- 1.7THE OTHER 99% OF HUMANS AND BUSINESSES20 mins
- 1.8BUILD AN ADAPTIVE CULTURE20 mins
- 1.9A NEW ERA OF DATA-BASED FAN ENGAGEMENT20 mins
- 1.10NOTES20 mins
Instructor
Free
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