Customer Experience Management for CX (Classroom and Asynchronous E-learning)
Course Ref. No.: TGS-2021005537
Eligible for Claim Period: 08 Jun 2021 - 07 Jun 2023
Online Learning (12 hours)
1. Introduction To The Professional Certificate In Customer Experience
Understand what Customer Experience is, what it is not, the key principles, and the crucial elements that will transform your organisation.
2. Understanding The Benefits Of Customer Experience
In an increasingly competitive marketplace learn a completely revolutionary way of acquiring new customers and understand how CX can help your organisation stand out from the crowd.
3. The CX Framework
Understand our unique customer framework that underpins CX Excellence.
4. The Customer Journey
Understand the importance of every interaction across every touchpoint that a customer has with an organisation. Learn how each interaction in the journey contributes to the overall customer experience.
5. CX In Action
Understand how staff, outsourced partners, digital innovation, and data will transform your customer experience, including metrics such as NPS, CSAT, and Net Easy.
6. Your Four Stages To CX Excellence
Creating a CX success strategy to implement in your organisation tomorrow.
Classroom Learning (9 hours)
1. Determine Customer Needs Through Analysis
Learner is able to analyse customer data and research to ascertain implications on organisation’s products and marketing strategy and apply customer segment analysis tools to understand makeup, requirements and buying patterns of different segments.
2. Develop Initiatives for Customer Experience
Learner is able to propose customer engagement initiatives for specific products based on insights and align specific customer engagement activities with overall customer journey.
3. Examine Customer Engagement Initiatives to Determine Satisfaction
Learner is able to determine indicators to capture and measure customer engagement via various indicators and tracking methods.
Final Assessment (1 hour)