About This Course
Course Modules
Understanding Customer Experience
Explore the fundamentals of customer experience and why it has become the primary competitive differentiator in modern business. Learn the difference between customer service and customer experience, understand the economic impact of CX on revenue and retention, and study the key frameworks used by leading organisations worldwide.
Customer Journey Mapping
Master the art of mapping your customer journey from first awareness through to post-purchase advocacy. Learn to identify critical touchpoints, pain points, and moments of truth. Create detailed journey maps using proven templates and techniques, and understand how to use journey data to prioritise improvements.
Measuring CX Success
Discover the key metrics and KPIs used to measure customer experience performance. Learn about Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), Customer Effort Score (CES), and how to build a comprehensive measurement framework. Understand how to set benchmarks and track progress over time.
Building a CX Culture
Learn how to embed customer-centric values throughout your organisation, from the boardroom to the frontline. Explore change management techniques, employee engagement strategies, and how to create accountability for CX at every level. Study examples of companies that have successfully transformed their cultures.
CX Strategy Implementation
Bring everything together with a practical implementation plan for your business. Learn how to prioritise CX initiatives, allocate resources effectively, build cross-functional teams, and create a phased roadmap for transformation. Includes a personal action plan template and peer review session.
Course Details
- Duration: 6 weeks
- Level: Intermediate
- Modules: 5