Customer Service in a Digital World Masterclass


The global pandemic revealed that a robust, digital-first customer service strategy is required in order to maintain long-term business resilience and success.

Digital customer service cannot be independent of the overall customer experience strategy; the digital channels that a business uses must not be siloed but leveraged as critical components of an overarching customer service strategy.

Traditional means of customer service alone will no longer be sufficient for serving the needs of connected customers, as these slow and reactive processes cannot effectively anticipate and deliver against fast-changing customer expectations.

This masterclass will provide delegates with an overview of the elements of an effective digital customer service strategy and how to implement them for your own organisation.


Course Overview

This 2-hour masterclass will cover:

  • What is effective customer service?
  • Traditional Vs Digital Customer service
  • Taking advantage of digital channels to lower the average cost per interaction
  • Future customer engagement and experience
  • The new world of zero-party data (Zero-party data is more valuable than ever for customer experiences)
  • Customer Advocacy Strategy: The Revenue-Driving Secret Weapon
  • Investing in digital customer service skills and technology


Course Aims 

Skills gained:

  • Digital customer service
  • Effective communication
  • Problem-solving
  • Adaptation to fast-changing customer expectations

Knowledge gained:

  • Elements of an effective customer service strategy 
  • Understanding client needs
  • Identifying opportunities
  • How to engage customers 
  • How to build positive experiences



The learner will leave the session with:

  • New skills, knowledge and capabilities
  • Communication and problem-solving skills
  • Understanding the evolution of customer service 
  • Skills to predict and adapt to clients' needs



On completion of this masterclass, learners will receive a Certificate of Attendance.



The Staffordshire Higher Skills and Engagement Pathways programme is part funded by the European Social Fund.

Delivery method
On campus
Stoke-on-Trent campus

This masterclass is 2 hours long

Start date

Coming soon

Certificate of Attendance

Entry requirements

This training course is exclusively available to businesses with a maximum of 250 employees (SMEs) based in Stoke-on-Trent and Staffordshire, as well as students and graduates.


This course is free to students and graduates, as well as all businesses with a maximum of 250 employees (SMEs) based in Stoke-on-Trent and Staffordshire.


Priscah Kennedy


How to apply

To apply for this masterclass, please email

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