Share Description
In this course, you will:
- Topics Covered In Mastering Customer Experience
- Use the CX function evaluation to identify areas that need to mature in order to drive adoption of the CX vision and strategy.
- Integrate and analyze relevant data to gain insights for CX decision-making.
- Learn the seven steps to highly effective path mapping and implement customer-centric decision-making.
- Understand how to create the proper experiences, test them, and continually enhance their impact.
- Identify, select, and execute appropriate technology to support your CX strategy.
- Establish discipline and plan your measuring strategy for successful scaling.
- Topics Covered In Mapping Customer Journeys
- Understand the unique benefits of journey maps and the need of being a journey-led business.
- Learn how research can help you prepare for trip mapping, validate results, and maintain a journey focus.
- Learn how to create an agenda, lead the process, and facilitate a powerful journey mapping session.
- Learn how to evaluate your route maps to ensure they have the impact you require to achieve results.
- Learn how to embed journey maps and a journey mindset throughout your organization.
- Learn how to create a journey mapping toolbox to help and scale your journey mapping activities.
- Topics Covered In Innovating Customer Experience
- Customize your VoC program to create insights and encourage action.
- Combine divergent and convergent approaches to achieve excellent CX.
- Experiment with fresh approaches at the forefront of design.
- Connecting customer tales to corporate performance can help to drive innovation.
- A customer-focused business approach can help your firm achieve more meaningful results.
Syllabus:
- Topics Covered In Mastering Customer Experience
- Maturing The CX Function
- Collecting & Analyzing Data For Customer Insights
- Using Journey Mapping To Embed Customer Insights
- Designing Experiences Users Want
- Enabling CX With Technology
- Elevating CX Measurement
- Topics Covered In Mapping Customer Journeys
- Why Journey Mapping
- How To Do Research For Customer Journey Mapping
- How To Lead A Journey Mapping Workshop
- How To Assess The Quality Of Your Customer Journey Maps
- How To Drive Action From Customer Journey Maps
- How To Build A Journey Mapping Toolkit
- Topics Covered In Innovating Customer Experience
- Drive Action With Your VoC Program
- Supercharge Your Journey Mapping
- Design With Data
- Demystify Financial Metrics
- Innovate Your Business Model For CX Advantage
