Advanced Customer Experience

The course employs a mix of self-assessments, templates, group exercises, workshops, and relevant videos to ensure participants acquire and apply the competencies needed to design and implement a full-fledged CX program.

By the end of the course, participants will be able to:

• Explain the fundamental concepts of Customer Experience (CX), including its definition, importance, and key components, and differentiate between CX and customer service
• Conduct thorough customer research, assess CX maturity, and develop a comprehensive CX framework tailored to their product-market fit
• Identify customer touchpoints, create detailed personas, and use tools and techniques for effective journey mapping, including AI-powered personalization
• Craft a focused customer strategy and develop actionable CX plans using strategic tools like the CX strategy canvas
• Master the key metrics for measuring CX success and apply methodologies such as Design Thinking and Conversion Rate Optimization to improve the customer experience continuously

This course is ideal for professionals in customer service, marketing, PR, communications, sales, and operations who wish to understand the importance and role of CX, design and implement CX programs, and build their competencies in such a discipline related to customer-centricity.

• Mastering CX AI tools
• Assessing CX maturity
• Developing CX strategies 
• Journey mapping techniques
• Creating customer personas
• CX metrics and tracking
• Developing CX canvas