Course overview and rules

Course Curriculum

Lesson 1: Why Is CX So Important?

Lesson 2: How To Create The Happiest Customers In The World

Lesson 3: How To Create And Manage An Effective CX Program

Lesson 4: What is a Customer Journey?

  • Touchpoints
  • Creating personas
  • Building the map

Lesson 5: How to Measure CX Success?

  • Most important CX KPI’s
  • Methods of measuring in multichannel
  • Survey design
  • How to analyze your results & benchmarks

Lesson 6: How to Create an Effective Employee Experience (EX) Program

  • Employee journey
  • Consider the engagement
  • Happy Employees = Happy Customers

Lesson 7: The Return on Investment (ROI) of Customer Experience

  • Direct
  • Indirect
  • How can I turn data into value?

Lesson 8: The Future of Customer Experience

  • Text analytics
  • Predictive analytics
  • Other future aspects

Included Resources

  • Video lectures: This program contains 8 video lessons, outlined above
  • LAB lectures: 4 lab lectures where students get to build their own surveys, map their own customer journeys and analyse their data
  • Quizzes: Each lecture has a short, 4 question graded quiz to test the learning of each lecture
  • eBooks: This program includes 4 free ebooks which are available for download in the resources section
  • Templates: This program includes 1 free customer journey mapping template as an Excel file
  • Other materials: All lessons are available in presentation form to download and use as reference materials

Before you start…

  • After completing this course, you will have the opportunity to become certified as a CX pro.

Discussion

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