Introduction & Learning goals

In this introductory lesson, i'll introduce you the essence of being and becoming a Customer Experience professional and how to take this course so that you will get the most out of it!

Our goals for this course are

We want to help you with any question that you might have about CX but the content of this lecture is more specific about the basics. Just shoot us with a comment on the comments section with any question and we will surely answers as quickly as possible. The main learning goals for this course are:

• Create your first CX program & understand theory
• Get recognition as a CX professional

Learning methods

In this course we use variety of different learning methods. Many of them overlap so that everyone can find the best way to learn and study for them selves! We want to help you to find that way so we appreciate you feedback on the course so please give us some feedback in the end of the lectures as well as in the end of the course. Some of our learning methods:

• Videos
• Books
• eBooks
• Research
• Quizzes
• Cases
• Peer learning

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.