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FOUNDATIONS OF CUSTOMER EXPERIENCE & CUSTOMER CENTRICITY
Do you want the low down on Customer Experience Management? Would you like to understand the key concepts and practices, and begin to use these to grow your business? Are you interested in learning a framework which can offer your organisation predictable results?
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Course Detail
Whether you like it or not your business is competing in the realm of Customer Experience. More and more organisations are waking up to the power of investing in the experiences which they offer to their Customers. To achieve this these organisations need to transform to what‘s widely known as being ‘Customer-Centric’ – this means putting the customer at the centre of what they do. The transformation journey is never smooth nor straight. Participants of this course will learn the fundamentals of Customer Experience Management, as well as the principles and different schools of thought around Customer Centricity. They will then learn about how to implement the CX CENTRIC Customer Experience Management Framework which is used to efficiently and systematically drive Customer Experience improvements.
Course Features
Jonathan Daniels
Instructor in Customer Experience
Author of The Customer Experience Playbook. Jonathan has worked with many household names.
Course Content
11 sections • 28 lecture • 19h 33m total length
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