Gain a sound basis of knowledge to further your customer experience strategies and skills.
Overview
Syllabus
Introduction
- Getting started in your CX journey
- Clarifying customer experience (CX)
- Leading customer experience management to make magic
- Defining customer experience success for your business
- Connecting CX to your business goals
- Embracing the voice of the customer
- Leveraging operational data to inform your CX strategy
- Leveraging customer experience management to make magic
- Providing inclusive customer experiences
- CX is not a department
- Communicating results
- Building a CX team
- Deciding who should own CX
- Customer experience as a way to do business
- The ROI of CX: Building a case
- Connecting employee experience to customer experience
- Staying ahead with CX
- Continuing to build and hone your CX skills
Taught by
Jeannie Walters