Customer Experience Management

INTRODUCTION

Every encounter at every customer touchpoint must be extraordinary for a great customer experience. Customer Experience (CX) refers to the creation and successful management of your customers’ emotions. In reality, every connection between a company and its clients generates an emotion of some type. It is mostly up to you and how attentively you create, develop, and execute the customer experience whether that emotion is profound dissatisfaction or absolute ecstasy.

This course will teach you all you need to know about developing a customer-centric culture and developing a practical customer experience framework for your firm. By narrowing your focus, you will be able to assess your customer service efficacy, develop CX strategy, assess current CX projects, and identify areas for improvement.

COURSE METHODOLOGY

This course is designed in the form of workshop which will includes a variety of learning tools to help participants function effectively and efficiently in a multifunctional environment through various methodologies including;

• Short lectures
• Brainstorming
• Case studies
• Group activities
• Role playing

COURSE OBJECTIVES

The attendees of this Certificate Program will be able to:

• Define the extent of customer service and assess its efficacy to ensure client retention and company growth.
• Understand customer experience management in order to respond to changing consumer expectations and develop an outstanding customer experience programme.
• Create attractive products/services and exceptional customer interactions by defining customer experience strategies and using empathy.
• Measure customer experience performance to identify issues, develop recovery strategies, and implement remedial measures.

WHO SHOULD ATTEND THIS COURSE?

• Customer service professionals
• Sales and operation professionals
• Marketing and sales manager
• Business professionals
• PR
• Employees interested in learning about the significance and function of customer experience

TARGETED SKILLS

• Customer service
• Service effectiveness measurement
• CX strategies
• Journey mapping
• Customer service sustainability