CX Operations: Developing a Customer-Centric Operating Model

Exceptional customer experiences are a key part of business success. In this course, Jeannie Walters, CCXP, helps leaders harness cross-departmental collaboration, advanced technology, and data-driven insights to create a cohesive, customer-centric approach that elevates the overall customer experience and drives business success. Jeannie shows how to leverage technologies like artificial intelligence, streamline processes, anticipate customer needs, and more ways to continuously improve your CX initiatives.

Learning objectives
Develop strategies to facilitate collaboration among teams, leveraging diverse expertise to operationalize CX initiatives effectively across the organization.
Construct a platform that aggregates customer data from various touchpoints, enabling a holistic view of interactions and preferences to inform CX strategies.
Learn how to equip employees at all levels with tools and knowledge to actively contribute to enhancing CX, fostering a culture of empowerment and accountability.
Evaluate and implement AI technologies within the CX ecosystem to automate processes, personalize interactions, and derive actionable insights from customer data.
Demonstrate leadership in building a culture where every employee is empowered to contribute to CX, aligning internal processes and communication to support this vision.