| Session | Module | Domain | E-Learning | Assessment | Handouts |
| 1 | The Evolving Customer mindset under multi channel interaction model | MCCID | VIEW | ATTEMPT | DOWNLOAD 2 MCCI 2- Customer interaction using voice with animationsDOWNLOAD 3 MCCID- Engaging the customer Leverage the Cognitive ability to problem solvingDOWNLOAD 4 MCCID- How Digital is transforming the Customer interaction modelDOWNLOAD 5 MCCID- Digital Case Studies for MCCID |
| Best Practices: Unifying Customer Experience in a Multichannel World How Digital is transforming the customer interaction model Storyboarding your report for a specific outcome Redesigning a customer persona & engagement model |