Customer Experience Certification Workshop

Customer Experience Certification Workshop, available at $84.99, has an average rating of 4.51, with 65 lectures, based on 825 reviews, and has 3616 subscribers.

You will learn about The difference between customer experience (CX) and Customer Experience Management (CEM) The benefits of CEM for an organisation Customer Journey Mapping Examples of Best practice firms and how they got to be the best The link between Customer Experience and Customer Loyalty The 12-Steps to developing a great CEM programme How to get Certified (CCXP) This course is ideal for individuals who are Customer Engagement Managers / Directors or Business Owners & Entrepreneurs or Customer Service Managers / Directors or Customer Experience Managers / Directors or Head / Director of Customer Insights or Social Media Managers or Senior Marketing Managers / Directors or Chief Customer Officers or Vice President of Marketing or General Manager or Director of Business Development or Director of Operations or Directors / MDs / CEOs or Brand Managers or Senior Executives It is particularly useful for Customer Engagement Managers / Directors or Business Owners & Entrepreneurs or Customer Service Managers / Directors or Customer Experience Managers / Directors or Head / Director of Customer Insights or Social Media Managers or Senior Marketing Managers / Directors or Chief Customer Officers or Vice President of Marketing or General Manager or Director of Business Development or Director of Operations or Directors / MDs / CEOs or Brand Managers or Senior Executives.

Enroll now: Customer Experience Certification Workshop

Summary

Title: Customer Experience Certification Workshop

Price: $84.99

Average Rating: 4.51

Number of Lectures: 65

Number of Published Lectures: 64

Number of Curriculum Items: 71

Number of Published Curriculum Objects: 70

Original Price: £199.99

Quality Status: approved

Status: Live

What You Will Learn

The difference between customer experience (CX) and Customer Experience Management (CEM)
The benefits of CEM for an organisation
Customer Journey Mapping
Examples of Best practice firms and how they got to be the best
The link between Customer Experience and Customer Loyalty
The 12-Steps to developing a great CEM programme
How to get Certified (CCXP)

Who Should Attend

Customer Engagement Managers / Directors
Business Owners & Entrepreneurs
Customer Service Managers / Directors
Customer Experience Managers / Directors
Head / Director of Customer Insights
Social Media Managers
Senior Marketing Managers / Directors
Chief Customer Officers
Vice President of Marketing
General Manager
Director of Business Development
Director of Operations
Directors / MDs / CEOs
Brand Managers
Senior Executives

Target Audiences

Customer Engagement Managers / Directors
Business Owners & Entrepreneurs
Customer Service Managers / Directors
Customer Experience Managers / Directors
Head / Director of Customer Insights
Social Media Managers
Senior Marketing Managers / Directors
Chief Customer Officers
Vice President of Marketing
General Manager
Director of Business Development
Director of Operations
Directors / MDs / CEOs
Brand Managers
Senior Executives

Customer Experience is fast becoming the industry standard in marketing, and HR (employee experience). Many companies have set up departments within their organisations to focus on Customer Experience. Companies have even set up Director and VP level positions for Customer Experience. Unfortunately there aren’t too many people who have much knowledge on Customer Experience. Consequently the demand for people with customer experience knowledge (and certification) is very high.

I have been delivering this workshop to clients all over the world for over a decade now. This workshop will take you from learning the basics of Customer Experience, all the way to advanced topics within Customer Experience. Normally charged at $2000 for a workshop, this course is being offered on Udemy at a discounted price! The videos in the workshop are actually edited recordings from actual workshops that I’ve delivered. That means you will get the same value, as someone who attended the live version of the workshop.

What will you learn from this workshop:

What is customer experience (CX) and how to apply it to your organisation
What is customer experience management (CEM) and how to adopt it to your organisation
Learn about customer journey mapping,
Develop a customer journey map (using our template)
What it takes to get customers to love your brand (customer loyalty) and how CX fits into it
What you need to pass the CCXP (Certified Customer Experience Practitioner) certification

Who is this for:

Anyone looking to improve their career within marketing and HR
People working in the customer services domain, looking to get advanced knowledge
Anyone interested in getting CCXP certification for career change / progression
Those who are interested in improving the business performance of their organisations
Managers, business owners, startups, looking to create USPs for their business

What’s on offer

Same value as a $2000 workshop delivered in person
Customer Experience tools which you can use
Customer Journey Mapping toolkit (just download and use)
Taught by one of the pioneering experts within customer experience
Knowledge to get CCXP certification
Taught based on personal experience and the latest market research
Become an Alumni of the Institute of Customer Management (UK)
Certificate of completion from Udemy

Who teaches this

PhD in Marketing from one of the leading universities in the UK
MBA, with over 20 years of experience in customer services
London based consultant and trainer, who has worked all across the globe with all types and sizes of companies
Author of 3 books on customer experience
One of the leading customer experience and customer loyalty experts in the world
Former Director of an MBA programme at a leading London University
Former professor at leading universities in the world (including Harvard and Bradford)
Former VP of a leading consultancy company in London

Course Curriculum

Chapter 1: Introduction

Lecture 1: Participant Introductions

Lecture 2: Which CX Certification are we catering to?

Lecture 3: Origins of CX – Production Era

Lecture 4: Origins of CX – Product Focus

Lecture 5: Origins of CX – Selling Focus

Lecture 6: Origins of CX – Marketing Focus

Lecture 7: Focusing on services

Chapter 2: CX vs CEM

Lecture 1: Best practice example: the BMW experience

Lecture 2: CX vs. CEM

Lecture 3: Best practice example of CEM

Lecture 4: Best practice example from Disney

Lecture 5: Example of Performing Arts Company (CX vs CEM)

Chapter 3: Journey Mapping

Lecture 1: Key touch-points: Presales, sales and post sales process

Lecture 2: Examples from pre-sales: Mo the Sales assistant

Lecture 3: Examples from pre-sales: Apple

Lecture 4: Examples from during-sales: Apple – again

Lecture 5: Examples from after-sales: Toshiba

Lecture 6: Expected level of experience

Lecture 7: Moments of Truth

Lecture 8: Owners of touch-points

Lecture 9: Examples of journey maps: Lego, Lancôme, Ikea, etc

Chapter 4: Journey Mapping: Using the spreadsheet

Lecture 1: Using Spreadsheet

Lecture 2: Sheet 1: Adding the Pre-Sale touch-points

Lecture 3: Additional items

Lecture 4: Sheet 2: Adding the sale process touch-points

Lecture 5: Sheet 3: Inserting the after-sale touch-points

Lecture 6: The Map

Lecture 7: Bonus: Loyalty interactions

Chapter 5: Loyalty and Customer Experience

Lecture 1: Introduction to loyalty

Lecture 2: Examples of best practice firms

Lecture 3: Benefits of having loyal customers

Lecture 4: Three key levels of loyal customers

Chapter 6: Loyalty Types

Lecture 1: Basic type of loyalty: behavioural loyalty

Lecture 2: Loyalty Programmes and customer loyalty link

Lecture 3: Loyalty Programmes examined

Lecture 4: Mid-level loyalty: Attitudinal Loyalty

Lecture 5: True loyalty

Lecture 6: Differences between attitudinal and emotional loyalty

Chapter 7: Case studies from best practice firms

Lecture 1: Best practice examples from other industries

Lecture 2: Brand Love

Lecture 3: Best practice firms (popular brands)

Lecture 4: How Ikea and Zara are using CX to create loyalty

Chapter 8: Loyalty Strategies

Lecture 1: From Nominal to Preferred State of loyalty

Lecture 2: Loyalty Lifecycle

Lecture 3: Loyalty Management Model Matrix

Lecture 4: Measuring types of loyal customers

Chapter 9: 12-Steps to develop Great Customer Experiences

Lecture 1: Step 1: Senior Management's Focus on Customer Experience

Lecture 2: Step 2: Focus on Employees

Lecture 3: Step 2: Best Practice examples from Singapore Airlines and Microsoft

Lecture 4: Step 3: Develop journey maps

Lecture 5: Step 4: Find out customer expectations

Lecture 6: Step 5: Benchmark competition

Lecture 7: Best practice example from Zara

Lecture 8: Step 6: Long-term customer experience planning

Lecture 9: Step 7: Brand Experience

Lecture 10: Step 8: Quality Leadership

Lecture 11: Step 9: Customer Interface

Lecture 12: Step 10: Integrate all functions to focus on customer experiences

Lecture 13: Step 11: Post Usage Experience

Lecture 14: Step 12: Continuously Innovating Experiences

Chapter 10: Conclusion & Certification

Lecture 1: Membership to Global CX Community

Lecture 2: Certification Process

Lecture 3: FREE WEBINAR on Digital Entrepreneurship

Lecture 4: Invitation to attend CX summit

Instructors

Dr Osman Khan
London based Business School Professor, Consultant & Trainer

Rating Distribution

1 stars: 19 votes
2 stars: 30 votes
3 stars: 141 votes
4 stars: 262 votes
5 stars: 373 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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