Advanced Certificate In Customer Experience Management

Advanced Certificate In Customer Experience Management
Published 1/2025
MP4 | Video: h264, 1280×720 | Audio: AAC, 44.1 KHz

CX, Customer Experience Management, Segmentation, CX Marketing, CJM, Service Blueprint and Process Design, Data Analysis

What you’ll learn

Introduction to Customer Experience Management

Theory Overview

High-Level Frameworks

CX Principles

Customer Segmentation and Persona Development

Service Recovery and Complaint Handling

Customer Journey Optimisation

Service Blueprinting and Process Design

Voice of the Customer (VoC) Analysis

Emotional Experience Design (EED)

Lifetime Value (LTV) and Customer Lifetime Value (CLV)

Employee Experience (EX)

Requirements

For a better learning experience, we suggest you to use a laptop / mobile phone / pen and paper for taking notes, highlighting important points, and making summaries to reinforce your learning.

Description

Overview

Section 1: Introduction

Lecture 1 Onboarding to learning process

Section 2: UX and Customer Experience

Lecture 2 Introduction to Customer Experience Management

Lecture 3 Theory Overview

Lecture 4 High-Level Frameworks

Lecture 5 CX Principles

Lecture 6 Customer Segmentation and Persona Development

Lecture 7 Service Recovery and Complaint Handling

Lecture 8 Customer Journey Optimisation

Lecture 9 Service Blueprinting and Process Design

Lecture 10 Voice of the Customer (VoC) Analysis

Lecture 11 Emotional Experience Design (EED)

Lecture 12 Lifetime Value (LTV) and Customer Lifetime Value (CLV)

Lecture 13 Employee Experience (EX)

Lecture 15 Congratulations with course finishing

No special requirements. A course for anyone who wants to build career in marketing and business