Professional Certificate in Customer Experience Management
Professional Certificate in Customer Experience Management, available at $44.99, has an average rating of 4.45, with 28 lectures, based on 124 reviews, and has 5319 subscribers.
You will learn about Introduction to Customer Experience Management Theory Overview High-Level Frameworks CX Principles Customer Segmentation and Persona Development Service Recovery and Complaint Handling Customer Journey Optimisation Service Blueprinting and Process Design Voice of the Customer (VoC) Analysis Emotional Experience Design (EED) Lifetime Value (LTV) and Customer Lifetime Value (CLV) Employee Experience (EX) This course is ideal for individuals who are No special requirements. A course for anyone who wants to build career in marketing and business or Key Areas of CX Customer touchpoints: Every interaction a customer has with your brand, like websites, social media, advertising, in-store experience, and customer service. Customer journey: Mapping out the steps a customer takes to interact with your brand, from awareness to purchase and beyond. Customer satisfaction: How happy customers are with your product or service. Customer loyalty: How likely customers are to return and recommend your brand to others. or CX Frameworks Frameworks provide a structured approach to improving CX. Here are two common ones: Customer Experience Journey Map: A visual representation of the customer journey, identifying touchpoints and opportunities for improvement. Five Service Dimensions: A framework that focuses on five key aspects of service quality: reliability, responsiveness, assurance, empathy, and tangibles. or Why Learn About CX? Understanding CX is crucial for building a successful career in today's business world. Here's why: Customers: In a competitive market, providing a positive CX is essential for winning and retaining customers. CX impacts the bottom line: Happy customers mean more sales and brand loyalty, leading to increased revenue. CX is everywhere: CX isn't just for customer service anymore. It's relevant to marketing, sales, product development, and more. Future-proof your career: By understanding CX, you'll be well-positioned for opportunities in a customer-centric job market. or Why Learning CXM is Important for Companies: Improved Customer Satisfaction and Loyalty: CXM focuses on understanding and meeting customer needs, leading to increased satisfaction and a higher likelihood of repeat business. Enhanced Brand Reputation: Positive customer experiences contribute to a strong brand reputation, attracting new customers and retaining existing ones. Increased Revenue and Profitability: Satisfied customers are more likely to spend more, refer others, and remain loyal, all of which contribute to revenue growth. Competitive Advantage: In today's crowded marketplace, exceptional customer experience can be a key differentiator, setting a company apart from its competitors. Reduced Costs: Resolving customer issues proactively and efficiently can reduce the cost of customer service and support. or Why Learning CXM is Important for Building a Career as a Manager: In-demand Skill: CXM is a highly sought-after skill in today's business world, as companies increasingly recognize its importance. Career Advancement: Expertise in CXM can open doors to various managerial roles, such as Customer Experience Manager, Customer Success Manager, or Marketing Manager. Problem-solving Skills: CXM involves identifying and addressing customer pain points, which enhances problem-solving and analytical skills. Leadership Development: Managing customer experience initiatives requires strong leadership, communication, and collaboration skills. Cross-functional Collaboration: CXM often involves working with multiple departments, providing managers with exposure to different areas of the business. It is particularly useful for No special requirements. A course for anyone who wants to build career in marketing and business or Key Areas of CX Customer touchpoints: Every interaction a customer has with your brand, like websites, social media, advertising, in-store experience, and customer service. Customer journey: Mapping out the steps a customer takes to interact with your brand, from awareness to purchase and beyond. Customer satisfaction: How happy customers are with your product or service. Customer loyalty: How likely customers are to return and recommend your brand to others. or CX Frameworks Frameworks provide a structured approach to improving CX. Here are two common ones: Customer Experience Journey Map: A visual representation of the customer journey, identifying touchpoints and opportunities for improvement. Five Service Dimensions: A framework that focuses on five key aspects of service quality: reliability, responsiveness, assurance, empathy, and tangibles. or Why Learn About CX? Understanding CX is crucial for building a successful career in today's business world. Here's why: Customers: In a competitive market, providing a positive CX is essential for winning and retaining customers. CX impacts the bottom line: Happy customers mean more sales and brand loyalty, leading to increased revenue. CX is everywhere: CX isn't just for customer service anymore. It's relevant to marketing, sales, product development, and more. Future-proof your career: By understanding CX, you'll be well-positioned for opportunities in a customer-centric job market. or Why Learning CXM is Important for Companies: Improved Customer Satisfaction and Loyalty: CXM focuses on understanding and meeting customer needs, leading to increased satisfaction and a higher likelihood of repeat business. Enhanced Brand Reputation: Positive customer experiences contribute to a strong brand reputation, attracting new customers and retaining existing ones. Increased Revenue and Profitability: Satisfied customers are more likely to spend more, refer others, and remain loyal, all of which contribute to revenue growth. Competitive Advantage: In today's crowded marketplace, exceptional customer experience can be a key differentiator, setting a company apart from its competitors. Reduced Costs: Resolving customer issues proactively and efficiently can reduce the cost of customer service and support. or Why Learning CXM is Important for Building a Career as a Manager: In-demand Skill: CXM is a highly sought-after skill in today's business world, as companies increasingly recognize its importance. Career Advancement: Expertise in CXM can open doors to various managerial roles, such as Customer Experience Manager, Customer Success Manager, or Marketing Manager. Problem-solving Skills: CXM involves identifying and addressing customer pain points, which enhances problem-solving and analytical skills. Leadership Development: Managing customer experience initiatives requires strong leadership, communication, and collaboration skills. Cross-functional Collaboration: CXM often involves working with multiple departments, providing managers with exposure to different areas of the business.
Enroll now: Professional Certificate in Customer Experience Management
Summary
Title: Professional Certificate in Customer Experience Management
Price: $44.99
Average Rating: 4.45
Number of Lectures: 28
Number of Published Lectures: 28
Number of Curriculum Items: 28
Number of Published Curriculum Objects: 28
Original Price: €24.99
Quality Status: approved
Status: Live
What You Will Learn
- Introduction to Customer Experience Management
- Theory Overview
- High-Level Frameworks
- CX Principles
- Customer Segmentation and Persona Development
- Service Recovery and Complaint Handling
- Customer Journey Optimisation
- Service Blueprinting and Process Design
- Voice of the Customer (VoC) Analysis
- Emotional Experience Design (EED)
- Lifetime Value (LTV) and Customer Lifetime Value (CLV)
- Employee Experience (EX)
Who Should Attend
- No special requirements. A course for anyone who wants to build career in marketing and business
- Key Areas of CX Customer touchpoints: Every interaction a customer has with your brand, like websites, social media, advertising, in-store experience, and customer service. Customer journey: Mapping out the steps a customer takes to interact with your brand, from awareness to purchase and beyond. Customer satisfaction: How happy customers are with your product or service. Customer loyalty: How likely customers are to return and recommend your brand to others.
- CX Frameworks Frameworks provide a structured approach to improving CX. Here are two common ones: Customer Experience Journey Map: A visual representation of the customer journey, identifying touchpoints and opportunities for improvement. Five Service Dimensions: A framework that focuses on five key aspects of service quality: reliability, responsiveness, assurance, empathy, and tangibles.
- Why Learn About CX? Understanding CX is crucial for building a successful career in today's business world. Here's why: Customers: In a competitive market, providing a positive CX is essential for winning and retaining customers. CX impacts the bottom line: Happy customers mean more sales and brand loyalty, leading to increased revenue. CX is everywhere: CX isn't just for customer service anymore. It's relevant to marketing, sales, product development, and more. Future-proof your career: By understanding CX, you'll be well-positioned for opportunities in a customer-centric job market.
- Why Learning CXM is Important for Companies: Improved Customer Satisfaction and Loyalty: CXM focuses on understanding and meeting customer needs, leading to increased satisfaction and a higher likelihood of repeat business. Enhanced Brand Reputation: Positive customer experiences contribute to a strong brand reputation, attracting new customers and retaining existing ones. Increased Revenue and Profitability: Satisfied customers are more likely to spend more, refer others, and remain loyal, all of which contribute to revenue growth. Competitive Advantage: In today's crowded marketplace, exceptional customer experience can be a key differentiator, setting a company apart from its competitors. Reduced Costs: Resolving customer issues proactively and efficiently can reduce the cost of customer service and support.
- Why Learning CXM is Important for Building a Career as a Manager: In-demand Skill: CXM is a highly sought-after skill in today's business world, as companies increasingly recognize its importance. Career Advancement: Expertise in CXM can open doors to various managerial roles, such as Customer Experience Manager, Customer Success Manager, or Marketing Manager. Problem-solving Skills: CXM involves identifying and addressing customer pain points, which enhances problem-solving and analytical skills. Leadership Development: Managing customer experience initiatives requires strong leadership, communication, and collaboration skills. Cross-functional Collaboration: CXM often involves working with multiple departments, providing managers with exposure to different areas of the business.
Target Audiences
- No special requirements. A course for anyone who wants to build career in marketing and business
- Key Areas of CX Customer touchpoints: Every interaction a customer has with your brand, like websites, social media, advertising, in-store experience, and customer service. Customer journey: Mapping out the steps a customer takes to interact with your brand, from awareness to purchase and beyond. Customer satisfaction: How happy customers are with your product or service. Customer loyalty: How likely customers are to return and recommend your brand to others.
- CX Frameworks Frameworks provide a structured approach to improving CX. Here are two common ones: Customer Experience Journey Map: A visual representation of the customer journey, identifying touchpoints and opportunities for improvement. Five Service Dimensions: A framework that focuses on five key aspects of service quality: reliability, responsiveness, assurance, empathy, and tangibles.
- Why Learn About CX? Understanding CX is crucial for building a successful career in today's business world. Here's why: Customers: In a competitive market, providing a positive CX is essential for winning and retaining customers. CX impacts the bottom line: Happy customers mean more sales and brand loyalty, leading to increased revenue. CX is everywhere: CX isn't just for customer service anymore. It's relevant to marketing, sales, product development, and more. Future-proof your career: By understanding CX, you'll be well-positioned for opportunities in a customer-centric job market.
- Why Learning CXM is Important for Companies: Improved Customer Satisfaction and Loyalty: CXM focuses on understanding and meeting customer needs, leading to increased satisfaction and a higher likelihood of repeat business. Enhanced Brand Reputation: Positive customer experiences contribute to a strong brand reputation, attracting new customers and retaining existing ones. Increased Revenue and Profitability: Satisfied customers are more likely to spend more, refer others, and remain loyal, all of which contribute to revenue growth. Competitive Advantage: In today's crowded marketplace, exceptional customer experience can be a key differentiator, setting a company apart from its competitors. Reduced Costs: Resolving customer issues proactively and efficiently can reduce the cost of customer service and support.
- Why Learning CXM is Important for Building a Career as a Manager: In-demand Skill: CXM is a highly sought-after skill in today's business world, as companies increasingly recognize its importance. Career Advancement: Expertise in CXM can open doors to various managerial roles, such as Customer Experience Manager, Customer Success Manager, or Marketing Manager. Problem-solving Skills: CXM involves identifying and addressing customer pain points, which enhances problem-solving and analytical skills. Leadership Development: Managing customer experience initiatives requires strong leadership, communication, and collaboration skills. Cross-functional Collaboration: CXM often involves working with multiple departments, providing managers with exposure to different areas of the business.
Welcome to course Professional Certificate in CX / Customer Experience Management by MTF Institute
Course provided by MTF Institute of Management, Technology and Finance
MTF is the global educational and research institute with HQ at Lisbon, Portugal, focused on business & professional hybrid (on-campus and online) education at areas: Business & Administration, Science & Technology, Banking & Finance.
MTF R&Dcenter focused on research activities at areas: Artificial Intelligence, Machine Learning, Data Science, Big Data, WEB3, Blockchain, Cryptocurrency & Digital Assets, Metaverses, Digital Transformation, Fintech, Electronic Commerce, Internet of Things.
MTF is the official partner of: IBM, Intel, Microsoft, member of the Portuguese Chamber of Commerce and Industry.
MTFis present in 208 countries and has been chosen by more than 440 000 students.
Course Author:
Alex Amoroso is a seasoned professional with a rich background in academia and industry, specializing in research methodologies, strategy formulation, and product development. With a Doctorate Degree from the School of Social Sciences and Politics in Lisbon, Portugal, where she was awarded distinction and honour for her exemplary research, Alex Amoroso brings a wealth of knowledge and expertise to the table.
In addition to her doctoral studies, Ms. Amoroso has served as an invited teacher, delivering courses on to wide range of students from undergraduate level to business students of professional and executives courses. Currently, at EIMT in Zurich, Switzerland, she lectures for doctoral students, offering advanced instruction in research design and methodologies, and in MTF Institute Ms. Amoroso is leading Product Development academical domain.
In synergy between academical and business experience, Ms. Amoroso achieved high results in business career, leading R&D activities, product development, strategic development, market analysis activities in wide range of companies. She implemented the best market practices in industries from Banking and Finance, to PropTech, Consulting and Research, and Innovative Startups.
Alex Amoroso’s extensive scientific production includes numerous published articles in reputable journals, as well as oral presentations and posters at international conferences. Her research findings have been presented at esteemed institutions such as the School of Political and Social Sciences and the Stressed Out Conference at UCL, among others.
With a passion for interdisciplinary collaboration and a commitment to driving positive change, Alex Amoroso is dedicated to empowering learners and professionals for usage of cutting edge methodologies for achieving of excellence in global business world.
Customer experience (CX) is the overall impression customers have of your brand throughout their interactions with your business. It encompasses everything from the initial marketing message to the post-purchase support they receive. Think of it as the customer journey, and CX is all the touchpoints along the way that shape their perception.
Key Areas of CX
-
Customer touchpoints: Every interaction a customer has with your brand, like websites, social media, advertising, in-store experience, and customer service.
-
Customer journey: Mapping out the steps a customer takes to interact with your brand, from awareness to purchase and beyond.
-
Customer satisfaction: How happy customers are with your product or service.
-
Customer loyalty: How likely customers are to return and recommend your brand to others.
CX Frameworks
Frameworks provide a structured approach to improving CX. Here are two common ones:
-
Customer Experience Journey Map: A visual representation of the customer journey, identifying touchpoints and opportunities for improvement.
-
Five Service Dimensions: A framework that focuses on five key aspects of service quality: reliability, responsiveness, assurance, empathy, and tangibles.
Why Learning CXM is Important for Companies:
-
Improved Customer Satisfaction and Loyalty: CXM focuses on understanding and meeting customer needs, leading to increased satisfaction and a higher likelihood of repeat business.
-
Enhanced Brand Reputation: Positive customer experiences contribute to a strong brand reputation, attracting new customers and retaining existing ones.
-
Increased Revenue and Profitability: Satisfied customers are more likely to spend more, refer others, and remain loyal, all of which contribute to revenue growth.
-
Competitive Advantage: In today’s crowded marketplace, exceptional customer experience can be a key differentiator, setting a company apart from its competitors.
-
Reduced Costs: Resolving customer issues proactively and efficiently can reduce the cost of customer service and support.
Why Learning CXM is Important for Building a Career as a Manager:
-
In-demand Skill: CXM is a highly sought-after skill in today’s business world, as companies increasingly recognize its importance.
-
Career Advancement: Expertise in CXM can open doors to various managerial roles, such as Customer Experience Manager, Customer Success Manager, or Marketing Manager.
-
Problem-solving Skills: CXM involves identifying and addressing customer pain points, which enhances problem-solving and analytical skills.
-
Leadership Development: Managing customer experience initiatives requires strong leadership, communication, and collaboration skills.
-
Cross-functional Collaboration: CXM often involves working with multiple departments, providing managers with exposure to different areas of the business.
Overall, learning CXM is crucial for companies looking to thrive in the modern business landscape. It’s also a valuable investment for managers aiming to build a successful career in various industries.
Course Curriculum
Chapter 1: Introduction
Lecture 1: Onboarding to learning process
Lecture 2: Welcome to MTF
Chapter 2: UX and Customer Experience
Lecture 1: Introduction to Customer Experience Management
Lecture 2: Course Presentation
Lecture 3: Theory Overview
Lecture 4: High-Level Frameworks
Lecture 5: CX Principles
Lecture 6: Customer Segmentation and Persona Development
Lecture 7: Service Recovery and Complaint Handling
Lecture 8: Customer Journey Optimisation
Lecture 9: Service Blueprinting and Process Design
Lecture 10: Voice of the Customer (VoC) Analysis
Lecture 11: Emotional Experience Design (EED)
Lecture 12: Lifetime Value (LTV) and Customer Lifetime Value (CLV)
Lecture 13: Employee Experience (EX)
Chapter 3: Customer Experience Management Guide
Lecture 1: Understanding the Power of Customer Experience Management
Lecture 2: Assessing the Current State of UX
Lecture 3: Identifying Key Stakeholders and Building a CEM Team
Lecture 4: Developing a Customer-Centric Vision and Strategy
Lecture 5: Prioritizing UX Improvements Based on Impact and Feasibility
Lecture 6: Designing and Implementing UX Improvements
Lecture 7: Establishing Metrics and KPIs for UX Success
Lecture 8: Communicating the Value of UX to the Organization
Lecture 9: Building a Feedback Loop for Continuous Improvement
Lecture 10: The Future of UX: Staying Ahead of the Curve
Chapter 4: Interactive Part, Next Steps and Answers to Questions
Lecture 1: Interactive Part
Lecture 2: Congratulations with course finishing
Lecture 3: Bonus Section: Next Steps
Instructors
-
MTF Institute of Management, Technology and Finance
Institute of Management, Technology and Finance
Rating Distribution
- 1 stars: 0 votes
- 2 stars: 3 votes
- 3 stars: 15 votes
- 4 stars: 46 votes
- 5 stars: 60 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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