Customer Experience Management (Cx): FrameWorks & Strategies

Customer Experience Management (Cx): Frameworks & Strategies
Published 5/2025
MP4 | Video: h264, 1920×1080 | Audio: AAC, 44.1 KHz

Learn key CX Frameworks, Customer Journey Mapping, VoC Analysis, and Service Design principles.

What you’ll learn

Understand core Customer Experience (CX) theory & principles.

Apply key CX frameworks and practical tools effectively.

Map & optimize the customer journey across touchpoints.

Analyze customer feedback using Voice of the Customer (VoC).

Develop customer segments & personas.

Improve service recovery processes.

Understand key CX metrics like LTV.

Recognize the link between EX & CX.

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.

No prior Customer Experience (CX) knowledge is required.

A general interest in understanding and improving customer interactions.
Description

Overview

Section 1: Introduction

Lecture 1 Introduction to Customer Experience Management

Section 2: Customer Experience Management

Lecture 2 Theory Overview

Lecture 3 High-Level Frameworks

Lecture 4 CX Principles

Lecture 5 Customer Segmentation and Persona Development

Lecture 6 Service Recovery and Complaint Handling

Lecture 7 Customer Journey Optimisation

Lecture 8 Service Blueprinting and Process Design

Lecture 9 Voice of the Customer (VoC) Analysis

Lecture 10 Emotional Experience Design (EED)

Lecture 11 Lifetime Value (LTV) and Customer Lifetime Value (CLV)

Lecture 12 Employee Experience (EX)

Section 3: Practical exercises

Lecture 13 Slide deck

Lecture 14 Intro

Lecture 15 Course overview

Lecture 16 Working with frameworks

Lecture 17 Empathy map

Lecture 18 Experience map

Lecture 19 Customer journey map

Lecture 20 Service blueprint

Lecture 21 Data analysis and segmentation

Lecture 22 Cohort analysis

Lecture 23 Data segmentation

Lecture 24 Research methodologies

Lecture 25 Voice of the Customer (VoC)

Lecture 26 Emotional Experience Design (EED)

Lecture 27 Next steps

Professionals in Marketing, Sales, Customer Service, Product Management, and Operations roles.,Business owners, team leaders, and managers seeking to improve customer satisfaction & loyalty.,Professionals looking to build practical skills in Customer Experience Management (CX).,Anyone interested in understanding, mapping, and optimizing the customer journey.