Customer Experience (CX) Foundations
47mBeginner2023-05-19
Authors
Jeannie Walters
Speaker, Writer, and Consultant specializing in customer experience
Course details
Customer experience can be a winning business strategy. This course empowers leaders (both formal and informal) who want to create exceptional experiences that drive business results with real goals, business discipline, and defined outcomes. Customer experience expert Jeannie Walters outlines foundational skills in key CX areas, like how to: identify your organization’s strategic vision for your customers; leverage tools, best practices, and techniques to deliver on your CX vision; achieve competitive advantage with superior customer experience. Join Jeannie in this course to gain a sound basis of knowledge to further your CX strategies and skills.
Skills covered
Customer Service ManagementCustomer ServiceFoundations
Concepts
0. Introduction
- 01 - Getting started in your CX journey
1. Define Customer Experience (CX) Success
- 02 - Clarifying customer experience (CX)
- 03 - Leading customer experience management to make magic
- 04 - Defining customer experience success for your business
- 05 - Connecting CX to your business goals
2. Identifying Customer Needs
- 06 - Embracing the voice of the customer
- 07 - Leveraging operational data to inform your CX strategy
- 08 - Leveraging customer experience management to make magic
- 09 - Providing inclusive customer experiences
3. Collaborate for Better CX
- 10 - CX is not a department
- 11 - Communicating results
- 12 - Building a CX team
- 13 - Deciding who should own CX
4. Differentiate with CX
- 14 - Customer experience as a way to do business
- 15 - The ROI of CX - Building a case
- 16 - Connecting employee experience to customer experience
- 17 - Staying ahead with CX
Conclusion
- 18 - Continuing to build and hone your CX skills