The CX Value Chain: Linking Customer Experience to Business Outcomes
46mBeginner2024-09-17
Authors
Jeannie Walters
Speaker, Writer, and Consultant specializing in customer experience
Course details
A strong customer experience (CX) strategy can provide a distinct competitive advantage in today's business landscape. In this course, Jeannie Walters shows how understanding and managing your customers' interactions with your brand to create positive experiences at every touchpoint can help your organization excel and outpace the competition. Learn how to create a compelling business case for CX, expand CX value, and implement and expand CX for long-term value. Join Jeannie in this course to see how you can leverage customer experience management into higher customer loyalty, increased sales, and stronger brand reputation.
Learning objectives
Recognize the competitive advantage that a strong CX strategy can provide in today's business landscape.
Build a business case for customer experience investment.
Learn how to effectively articulate the value of investing in CX initiatives.
Develop a comprehensive framework for measuring the ROI of CX investments.
Gain insights into the long-term benefits of prioritizing CX, such as increased customer loyalty, higher retention rates, and improved brand reputation.
Communicate effectively about value to gain buy-in.
Learn how to tailor your message to different audiences, highlighting the specific benefits and outcomes that resonate with each group.
Cultivate the ability to address common objections and concerns related to CX investments, providing clear and convincing responses.
Explore a range of tools and technologies designed to gather, analyze, and interpret customer data and feedback.
Develop a systematic approach to translating CX findings into actionable strategies for product, service, and process innovation.
Learning objectives
Recognize the competitive advantage that a strong CX strategy can provide in today's business landscape.
Build a business case for customer experience investment.
Learn how to effectively articulate the value of investing in CX initiatives.
Develop a comprehensive framework for measuring the ROI of CX investments.
Gain insights into the long-term benefits of prioritizing CX, such as increased customer loyalty, higher retention rates, and improved brand reputation.
Communicate effectively about value to gain buy-in.
Learn how to tailor your message to different audiences, highlighting the specific benefits and outcomes that resonate with each group.
Cultivate the ability to address common objections and concerns related to CX investments, providing clear and convincing responses.
Explore a range of tools and technologies designed to gather, analyze, and interpret customer data and feedback.
Develop a systematic approach to translating CX findings into actionable strategies for product, service, and process innovation.
Skills covered
Customer Service ManagementAgile Project ManagementCustomer ServiceProject ManagementDeep Dive (X:Y)
Concepts
0. Introduction
- 01 - Unveiling the CX value chain
- 02 - Discover the power of customer experience management (CXM)
1. Defining the ROI of Customer Experience Management
- 03 - CX as a strategic priority - Beyond customer feedback
- 04 - Leveraging experiential and operational data for CX success
2. Crafting a Compelling Business Case for CX
- 05 - Connecting CX metrics to financial performance
- 06 - Communicating CX value to the c-suite
- 07 - Overcoming objections and building cross-functional support
3. Quantifying and Expanding CX Value
- 08 - Calculating revenue potential and lifetime value (LTV)
- 09 - Advocating for CX value beyond financial performance
- 10 - Driving innovation and agility through CX insights
4. Implementing and Optimizing CX for Long-Term Value
- 11 - Developing a strategic CX roadmap
- 12 - Continuously evolving your CX strategy
- 13 - Empowering employees to drive CX value
Conclusion
- 14 - Sustaining CX ROI through ongoing investment