The 10 Pillars of Customer Experience

Introduction

• Building a strong foundation for customer experience
• Who is this course for?
• What is customer experience

1. Customer Experience: Foundation

• Pillar 1: Vision and goals
• Pillar 2: Employee engagement

2. Customer Experience: Listening

• Pillar 3: Voice of the customer
• Pillar 4: Customer service

3. Customer Experience: Design

• Pillar 5: Customer narrative
• Pillar 6: Processes and technology

4. Customer Experience: Inspiration

• Pillar 7: Customer advocacy
• Pillar 8: Innovation

5. Customer Experience: Momentum

• Pillar 9: Investments
• Pillar 10: Leadership