CX – Customer Experience Management

CX – Customer Experience Management, available at Free, has an average rating of 4.45, with 5 lectures, based on 464 reviews, and has 7602 subscribers.

You will learn about What Customer Experience Management is and the main challenges All you need to know about CX Programs (what they are, how and when to start a CX Program) How to generate qualitative and quantitative insights Using customer feedback tools How to optimise your surveys Key insights about the Net Promoter Score Tips to improve customer retention A simple framework for transforming insights into action How to generate company-wide engagement Plenty of examples from industry's best-practices and mistakes This course is ideal for individuals who are Those interested in Customer Experience, Customer Service, Customer Feedback or the course is NOT intended to CX Experts, Consultants, or Specialists, who will find the content too basic and "beginner oriented" It is particularly useful for Those interested in Customer Experience, Customer Service, Customer Feedback or the course is NOT intended to CX Experts, Consultants, or Specialists, who will find the content too basic and "beginner oriented".

Enroll now: CX – Customer Experience Management

Summary

Title: CX – Customer Experience Management

Price: Free

Average Rating: 4.45

Number of Lectures: 5

Number of Published Lectures: 5

Number of Curriculum Items: 5

Number of Published Curriculum Objects: 5

Original Price: Free

Quality Status: approved

Status: Live

What You Will Learn

What Customer Experience Management is and the main challenges
All you need to know about CX Programs (what they are, how and when to start a CX Program)
How to generate qualitative and quantitative insights
Using customer feedback tools
How to optimise your surveys
Key insights about the Net Promoter Score
Tips to improve customer retention
A simple framework for transforming insights into action
How to generate company-wide engagement
Plenty of examples from industry's best-practices and mistakes

Who Should Attend

Those interested in Customer Experience, Customer Service, Customer Feedback
the course is NOT intended to CX Experts, Consultants, or Specialists, who will find the content too basic and "beginner oriented"

Target Audiences

Those interested in Customer Experience, Customer Service, Customer Feedback
the course is NOT intended to CX Experts, Consultants, or Specialists, who will find the content too basic and "beginner oriented"

This course has been designed to give you an overview of useful concepts in the field of Customer Experience Management, with best practices for you to deepen your knowledge and make an impact for your business.

During the 2-hour presentations, I have compiled the most frequent questions and challenges managers and executives face on a daily basis and I give you answers you can apply directly to make an impact now.

It is a good place for you to start creating or optimising your CX Programme, with concrete steps to follow, so you don’t get overwhelmed by the complexity of the topic.

I tried to add many real-life examples, from research or directly from experience working with clients to give you very practical ideas for you to implement in your own CX Programme.

I really hope you’ll enjoy the course and I am looking forward to receiving your feedback.

Small Edit April 2022: I did this course in 2020, believing I would update it yearly… I didn’t! The content is still really much up to date, so don’t be turned off when you see the different dates in the course.

If you have more questions, don’t hesitate to ask me directly here or contact me on my Linkedin.

Course Curriculum

Chapter 1: Introduction

Lecture 1: Introduction

Chapter 2: Module 1 – Becoming truly customer centric

Lecture 1: Becoming truly customer centric

Chapter 3: Module 2 – Generating the right insights

Lecture 1: Generating the right insights

Chapter 4: Module 3 – Increasing customer retention

Lecture 1: Tips to increase customer retention

Chapter 5: Module 4 – Transforming insights into action

Lecture 1: A framework to transform insights into actions

Instructors

Matthieu Bonelli
Customer Experience Specialist

Rating Distribution

1 stars: 1 votes
2 stars: 3 votes
3 stars: 49 votes
4 stars: 176 votes
5 stars: 235 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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