Customer Experience (CX) Foundations

47mBeginner2023-05-19

Authors

Jeannie Walters

Speaker, Writer, and Consultant specializing in customer experience

Course details

Customer experience can be a winning business strategy. This course empowers leaders (both formal and informal) who want to create exceptional experiences that drive business results with real goals, business discipline, and defined outcomes. Customer experience expert Jeannie Walters outlines foundational skills in key CX areas, like how to: identify your organization’s strategic vision for your customers; leverage tools, best practices, and techniques to deliver on your CX vision; achieve competitive advantage with superior customer experience. Join Jeannie in this course to gain a sound basis of knowledge to further your CX strategies and skills.

Skills covered

Customer Service ManagementCustomer ServiceFoundations

Concepts

0. Introduction

01 - Getting started in your CX journey

1. Define Customer Experience (CX) Success

02 - Clarifying customer experience (CX)
03 - Leading customer experience management to make magic
04 - Defining customer experience success for your business
05 - Connecting CX to your business goals

2. Identifying Customer Needs

06 - Embracing the voice of the customer
07 - Leveraging operational data to inform your CX strategy
08 - Leveraging customer experience management to make magic
09 - Providing inclusive customer experiences

3. Collaborate for Better CX

10 - CX is not a department
11 - Communicating results
12 - Building a CX team
13 - Deciding who should own CX

4. Differentiate with CX

14 - Customer experience as a way to do business
15 - The ROI of CX - Building a case
16 - Connecting employee experience to customer experience
17 - Staying ahead with CX

Conclusion

18 - Continuing to build and hone your CX skills