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Why Attend
For a great customer experience, every interaction at every customer touchpoint, such as a website visit, a phone call, or a product purchase, must be exceptional. Customer Experience (CX) means creating and effectively managing your customers’ emotions. Every single interaction between an organization and its customers fosters an emotion. Whether that emotion is deep frustration or sheer delight is mainly up to you and how thoughtfully you design, plan, and execute the customer experience.
This course provides all the practical knowledge you need to create a customer-centric culture and a workable customer experience framework for your organization. You will be able to measure your customer service effectiveness, come up with CX strategies, measure your CX initiatives, and create areas for improvement in your CX program. By the end of the course, you will feel prepared and ready to implement what you have learned in your organization.
Course Methodology The course employs a wide array of self-assessments, templates, group exercises, workshops, and relevant videos to help participants acquire and apply the right competencies necessary to design and implement a full customer experience program. Course Objectives By the end of the course, participants will be able to:
Customer Experience: An Introduction
Customer Research, Analysis, and Strategy
Creating a Customer Journey Map
Measuring and Sustaining CX
Brand Activation and CX
