Customer Experience (CX) Management
Topics Covered in Course
- Organizational readiness
- Top reasons CX programs fail
- Executive commitment requirements and impacts
- Linking key performance indicators with NPS
- Examples of real-world CX metrics
- Framework and steps to implement a measurable CX program
- CX strategic lessons and impacts
- CX tactical lessons and impacts
- Organizational impacts from CX programs
- Organizational benefits from CX programs
- Multi-faceted approach to CX programs
- Future CX trends
- CX Diagrams
Detailed Course Description
Learn why Customer Experience (CX) isn’t a project that simply has a start and end date – it’s a state of your organization and it starts at the top. Integrating CX into business strategies and tactical initiatives, as well as skillfully executing, leads to revenue and retention rewards, among many other positive organizational impacts. You’ll achieve higher customer engagement, reduce churn, increase revenues, decrease costs, and obtain greater employee satisfaction from a measurable CX program implemented within your organization.
CX professionals who want to drive successful measurement programs need to follow specific steps to guide them through making a range of decisions and choosing which customer segments and experiences need to be measured and acted upon. Organizations that want to manage CX must actually be able to measure it.
This course will provide an overview of CX and the framework and steps necessary to implementing a measurable CX program within your organization.
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