Customer Experience Management

What this subject covers

Lesson topics

1. What Is Customer Experience (CX)? Defining the Discipline
2. CX vs Customer Service: How the Two Relate
3. The Customer Journey: Mapping Every Touchpoint
4. Journey Mapping in Practice: Building a Journey Map
5. Moments of Truth: Identifying the Touchpoints That Matter Most
6. Customer Personas and Segmentation for CX
7. Omnichannel vs Multichannel: Understanding the Difference
8. Designing a Seamless Cross-Channel Experience
9. Emotional Design: How Feelings Shape the Customer Experience
10. Customer Effort Score and Reducing Friction
11. Net Promoter Score (NPS): Measuring Loyalty and Advocacy
12. Customer Satisfaction (CSAT) Surveys: Design and Use
13. Voice of the Customer (VoC) Programmes
14. Using Data and Analytics to Understand CX
15. Personalisation: Balancing Relevance and Privacy
16. CX and Employee Experience: The Internal Link
17. Service Design Thinking Applied to CX
18. Onboarding Experience: First Impressions That Last
19. Managing the End-of-Relationship Experience (Churn and Offboarding)
20. CX Governance: Roles, Ownership and Accountability
21. Building a Customer-Centric Culture
22. CX Metrics and Reporting to Leadership
23. Common Pitfalls in CX Programmes
24. Technology and Tools Supporting CX Management
25. Building a Career in Customer Experience Management