Customer Experience for non-CX professionals

Customer Experience for non-CX professionals, available at $39.99, has an average rating of 4.38, with 9 lectures, based on 60 reviews, and has 546 subscribers.

You will learn about Understand what is Customer Experience (CX) Identify who and how should manage CX Learn how to create an actionable CX Strategy Discover practical tools and capabilities you need to manage CX Practice foundational activities to establish CX in our organisation This course is ideal for individuals who are This course is for business decision makers and middle management who want to benefit from making their organisation more customer centric, but have limited understanding of CX It is particularly useful for This course is for business decision makers and middle management who want to benefit from making their organisation more customer centric, but have limited understanding of CX.

Enroll now: Customer Experience for non-CX professionals

Summary

Title: Customer Experience for non-CX professionals

Price: $39.99

Average Rating: 4.38

Number of Lectures: 9

Number of Published Lectures: 9

Number of Curriculum Items: 9

Number of Published Curriculum Objects: 9

Original Price: $19.99

Quality Status: approved

Status: Live

What You Will Learn

Understand what is Customer Experience (CX)
Identify who and how should manage CX
Learn how to create an actionable CX Strategy
Discover practical tools and capabilities you need to manage CX
Practice foundational activities to establish CX in our organisation

Who Should Attend

This course is for business decision makers and middle management who want to benefit from making their organisation more customer centric, but have limited understanding of CX

Target Audiences

This course is for business decision makers and middle management who want to benefit from making their organisation more customer centric, but have limited understanding of CX

According to the Temkin Group, a moderate increase in customer experience (CX) generates an average revenue increase of $823 million over three years for a company with $1 billion in annual revenues. This sounds like a nice prospect, doesn’t it? Yet, many see customer experience as an intangible dream that is disconnected from the commercial reality. In this course I will demonstrate that CX is a business discipline that, if approached in the right way, can make your company loved by customers, employees and shareholders!

This course provides an introduction into the discipline of CX, defines its key concepts, principles and tools. More importantly it provides practical tips on how to start your CX program – from CX Strategy creation, change readiness assessment to employee engagement and customer centric culture facilitation.

This course is not designed to give you a professional CX qualification, but after its completion you should be able to:

1. Clearly articulate what is customer experience and why you need it

2. Create a CX Strategy that is unique to your company

3. Understand how to map customer journeys and why journey management is important

4. Identify customer and business goals within each journey

5. Understand what processes support each step and who owns them

6. Collaboratively map the processes with all involved

7. Create a foundation for continuous process improvement

8. Check customer feedback and satisfaction scores

Course Curriculum

Chapter 1: The foundations of customer experience for non-CX professionals

Lecture 1: Introduction

Lecture 2: Customer Experience Definition

Lecture 3: Who’s job is it to manage customer experience

Lecture 4: Where do I start? CX strategy

Lecture 5: The action starts now – how to bring CX Strategy to life

Lecture 6: CX toolkit

Lecture 7: Investment and timing

Lecture 8: Are you ready to take action?

Lecture 9: Conclusion

Instructors

Olga Potaptseva
CX Implementation Advisor

Rating Distribution

1 stars: 0 votes
2 stars: 1 votes
3 stars: 4 votes
4 stars: 21 votes
5 stars: 34 votes

Frequently Asked Questions

How long do I have access to the course materials?

You can view and review the lecture materials indefinitely, like an on-demand channel.

Can I take my courses with me wherever I go?

Definitely! If you have an internet connection, courses on Udemy are available on any device at any time. If you don’t have an internet connection, some instructors also let their students download course lectures. That’s up to the instructor though, so make sure you get on their good side!

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