Course Description:
This course will provide an understanding of the fundamentals of customer experience (CX) and the approaches used to measure customer satisfaction. Topics covered include the principles of CX, customer journey mapping, designing user-friendly experiences, customer feedback systems, and digital analytics. Participants will gain an understanding of how to use these concepts to create tailored experiences for their customers and improve overall satisfaction.
Course Objectives:
- Explain the principles and goals of customer experience (CX)
- Identify key stages in a customer’s journey
- Design user-friendly experiences that meet customer expectations
- Utilize effective feedback systems to measure customer satisfaction
- Examine how digital analytics can be used to improve CX
- Analyze trends in CX products and services
- Develop strategies for implementing CX initiatives in different industries
- Assess ethical considerations when gathering customer data
- Demonstrate an understanding of principles related to CX
- Implement measures for improving customer experience across channels
