Customer Experience Management (CX)

Program Description:

The program is designed for those who want to develop their understanding of disciplines, tools, techniques and methods in Customer Experience Management. This will give you a solid foundation for managing customer experience. Introduces practical tools as frameworks of the concepts. Topic exploration exercises participants to internalize the key points.

Program Outcome:

• Gain an understanding of Customer Experience Management
• Knowledge of best practices for cultivating a customer-focused culture
• Gain knowledge on new processes and tools to improve customer experience
• Design and implement voice of customer programs
• Creating customer journey mapping & improvement
• Identify key CX metrics
• Define a customer experience strategy

Duration & Method:

In-class – 2 days

Participants:

The program is designed for people who have responsibilities in customer experience journey, includes: marketing, branding, CX, CRM people – in middle management or senior level.