Customer Experience (CX) Trends
47mBeginner2023-12-08
Authors
Jeannie Walters
Speaker, Writer, and Consultant specializing in customer experience
Course details
If you’re looking to stay up to date with customer experience (CX) trends, CX expert Jeannie Walters has you covered. Join Jeannie in this short, approachable course on the biggest, most important new trends in the ever-evolving field of CX. Keep your CX knowledge current and relevant by exploring topics like customer journey mapping, employee experience, cutting-edge CX tools, and how to skillfully—and ethically—use AI in CX projects. Along the way, Jeannie offers practical insights on personalized experiences, CX storytelling with data, customer data management, privacy and personal data control, and techniques and tools for metricizing your data more effectively.
Skills covered
Customer Service ManagementCustomer ServiceOne-Off
Concepts
0. Introduction
- 01 - Staying current with customer experience trends
1. Exploring Customer Experience (CX) Trends
- 02 - Customer journey trends
- 03 - Employee experience trends and CX results
- 04 - AI and your customer s journey
- 05 - AI and your strategic advantage
- 06 - Next-generation customer journey mapping tools
- 07 - Personalization trends in customer experience
- 08 - CX storytelling with data
- 09 - Customer data management to support CX
- 10 - Privacy and control for personal customer data
- 11 - Smarter metrics in your CX strategy
Conclusion
- 12 - Stay curious and stay ahead