Certificate in Customer Experience Strategy Development Essentials
-- ViewingNowThe Certificate in Customer Experience Strategy Development Essentials is a comprehensive course designed to equip learners with the necessary skills to excel in customer experience (CX) strategy development. This course emphasizes the importance of CX in today's business landscape, where companies compete on the basis of customer satisfaction and loyalty.
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GBP £ 149
GBP £ 215
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⢠Customer Experience (CX) Fundamentals: Understanding CX, its importance, and the impact of CX on business success.
⢠Customer Journey Mapping: Identifying and analyzing customer touchpoints, mapping customer journeys, and recognizing pain points.
⢠Voice of the Customer (VoC) Programs: Collecting, analyzing, and acting on customer feedback to improve CX.
⢠Customer Experience Metrics: Measuring and tracking CX performance using metrics like Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES).
⢠Personas and Segmentation: Developing customer personas and segmenting customers based on behaviors, needs, and preferences.
⢠Employee Engagement in CX: Aligning employees with CX strategy, fostering customer-centric culture, and measuring employee engagement.
⢠Digital Customer Experience (DCX): Leveraging digital channels to enhance CX, and optimizing websites, mobile apps, and social media for improved customer interactions.
⢠CX Design and Innovation: Implementing design thinking and innovation techniques to create customer-centric products, services, and experiences.
⢠CX Strategy Development: Developing a comprehensive CX strategy, aligning it with business objectives, and ensuring successful implementation.
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