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Course Outline
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Module 1
Introduction: Understanding key principles and definitions. -
Module 2
The Impact of Customer Experience: Differentiation, retention and the new method of customer acquisition. -
Module 3
The CX Framework™: Our unique Framework that drives CX Excellence. -
Module 4
The Customer Journey: Understanding Customer Personas and the five steps to successful customer journey mapping. -
Module 5
CX in Action: Understanding how employees and digital innovation transforms your CX. -
Module 6
Four Stages to CX Excellence: Creating your CX strategy to implement in your organisation today.
Requirements
Who is this course for?
Our CX courses are suitable for a wide range of learners from junior staff right through to professionals and executives in business and up to CEOs. Our entry- level Professional Certificate course is suitable and rewarding for everyone at any level of business.
The Professional Certificate course is also highly relevant for customer-facing teams, team leaders and customer ‘champions’.
14 Hours
Testimonials (1)
That every technical lesson came with multiple practical exercises to nail down the concepts.
