Design Thinking: Customer Experience

Customer expectations are higher than ever before, and business success is becoming more and more dependent on a company's ability to meet or exceed those expectations with nearly every interaction. Customer experience—or CX—is the summary of all the interactions a company has with a customer over time. While understanding how to consider and choreograph those interactions is undeniably complex, at its core, customer experience is about something quite simple: relationships.

In this course, frog's director of strategy, Geoffrey Schwartz, introduces you to customer experience and why it's important in today's hypercompetitive world. Geoffrey breaks down the different components that make up a customer experience, like archetypes, activities, interactions, and experience principles. Throughout the course, he uses real-world examples to demonstrate how those components come together to form a company's relationship with their customers.

At the end of the course, you'll have the foundational tools needed to take a holistic view of an organization's customer experience and identify opportunities that can deepen relationships and drive loyalty.

Learning objectives
What is customer experience (CX)?
Why is customer experience important?
The business value of customer experience
The core components of customer experience
Building empathy for customers
Engaging customers on an emotional level
Tools for organizational alignment
Designing meaningful products and services
Identifying opportunities for innovation and customer loyalty
How to build strong customer relationships